Quality Analyst

Autonomous - We encourage and trust your decision-making skills.

Progressive work environment
- If you have skills to prove we have all ladders for you to grow

Flexible
- We believe in results

Innovative
- All ideas matter

Inclusive
- Everyone is Included and everyone wins

Perform quality and process adherence review of contractor’s agents providing support services to clients customers and end users regarding their interactions with client’s customers and end users and work closely with client to update and implement changes to quality processes and criteria as these changes arise. This includes performing quality evaluations for each agent/ TL in accordance with SLAs

Interpret and implement quality assurance standards

Before each agent commences insuring and certifying that each agent (including TLs) is qualified based on minimum requirements guidance and/ or mock calls certification

Track, measure and report metrics as per agreement with client

Attend and lead calibration sessions

Analyze data to identify trends, behaviors and areas of improvement through audits

Keep track on the improvement of agents especially outliers

Conduct calibration sessions and team huddles focused on quality

Partner with Training to identify site/ agent opportunities and trend analysis to help determine training solutions to be done to address the areas for improvement

To work closely with Operations to ensure that the agents are able to strategize along with the other departments to ensure that we are meeting the client and company targets

Performance Improvement, Process Excellence and Continuous Improvement

To the extent that the nature of the services requires supplier to process personal data (as defined by Agreement/s Sow or MSA) supplier warrants that any processing of such personal information will be carried out in compliance with each relevant provision of the data protection law applicable to supplier

Problem area identification, suggestions to training to solve for it The role covers a broad set of responsibilities requiring expertise in strategic communications and knowledge of digital and content marketing, and communications design, development and execution.

At least a Vocational Diploma/Short Course Certificate, Bachelor’s/ College Degree in any field

Team player with great attention to details and ability to drive impactful insights

Effective facilitation skills in client and staff meetings

Exceptional interpersonal and motivational skills

At least 2 years of work experience in Quality Assurance in a B2B Customer Service environment

At least 1 years of B2B Customer Service experience

Knowledge of BPO voice and back office performance metrics

Excellent computer skills, including but not limited to MS Office and G Suite

Effective decision-making skills

Ability to provide constructive feedback and identify opportunities for coaching

Solid understanding of workflow and Salesforce

Established career path supported by self-assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through…