A SNAPSHOT OF YOUR ROLE
As a Quality Analyst, youâll represent the account and interact with clients by doing sales validation and quality assessments.
Your day could see you :
â¢ Build an informed and engaged frontline employee workforce to ensure we continuously meet the needs of the business and deliver a great customer experience through conducting quality evaluations of customer interactions to identify and address knowledge gaps
â¢ Conduct quality assurance evaluations for Contact Centre employees to improve the customer experience
â¢ Maintain the quality evaluation system
â¢ Be a point of reference for quality evaluations
â¢ Regularly review and maintain the frontline quality evaluation guidelines and associated tools
â¢ Contribute to the skills competency assessment process for tenured staff, and speed to competency for new employees
â¢ Support on boarding of new frontline employees by providing additional coaching and support
â¢ Help improve the technical competence of our frontline consultants through quality evaluations which identify both strengths and development opportunities
â¢ Meets the required number of audits
â¢ Provides accurate judgment on audits
â¢ Sends critical call notifications and tracks sanctions
â¢ Provides feedback to agents on their evaluations
â¢ Attends triad coaching sessions with Team Leaders
â¢ Attends administrative hearings and deliberations on critical calls
â¢ Reports agent and call trends to QA Supervisor
â¢ Attends and facilitates calibration sessions
â¢ Sends calibration minutes and variance report
â¢ Updates the QA guidelines
â¢ Sends the daily EOD report
â¢ May be asked to take in calls as business requires
A BIT ABOUT YOU
â¢ With excellent English communication, listening, organizational and analytical skills.
â¢ With at least 2 years ofQuality Assurance experience in the BPO industry.
â¢ With a knack for multi-tasking.
â¢ Able to work under minimal supervision
â¢ Proficiency in MS Office
WHAT SUCCESS LOOKS LIKE
â¢ High customer satisfaction.
â¢ Excellent feedback from customers.
â¢ Achievement of KPIs.
WHAT WE VALUE
Weâre proud of our diverse global team, all working in a collaborative environment and happy to share these common values :
â¢ Ambition : Voice and measure your goals.
â¢ Collaboration : Brilliant jerks can be brilliant elsewhere.
â¢ Impact : Do, get it done, create impact.
â¢ Judgement : Make wise judgement calls, putting the team and business at heart.
â¢ Leadership : Continuous improvement starts with independent action.
â¢ Leverage : Do more with less, master the art of leverage.
â¢ Passion : Be positive, bring passion and energy.
â¢ Transparency : A transparent team can help each with other.