Hiresquad Resources is looking for a detail-oriented Quality Analyst for an International BPO. If you have a keen eye for detail, strong communication skills, and are passionate about driving quality in customer interactions, you'll play a crucial role in enhancing our client's service delivery.
Role & Responsibilities
- Monitor & Evaluate Interactions: Monitor, evaluate, and/or audit a sampling of inbound and/or outbound calls and other contact methods, including chat and email, to ensure quality and adherence to standards.
- Productivity & Reporting: Meet departmental productivity requirements (e.g., number of calls monitored per month, number of emails evaluated) and report evaluation results to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners).
- Calibration & Consistency: Participate in calibration and call listening sessions with Quality staff, Delivery teams, and clients to ensure consistent scoring and the implementation of best practices.
- Internal Audits & Improvements: Participate in internal quality audits (e.g., periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality, and recommend necessary changes.
- Knowledge Base & Support: Maintain a strong program knowledge base, including a basic understanding of client products, services, and/or program strategies.
- Collaboration & Engagement: Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners). Complete phone time to stay current on programs (as applicable).
- Documentation & Reporting: Contribute to maintaining forms and legends documents. Support management by focusing on reviewing key drivers, metrics, and operational processes (including Training) that contribute to Balanced Scorecards and count profitability goals.
Preferred Candidate Profile
- Attention to Detail: Possess strong attention to detail.
- Proactive & Resilient: A self-starter with a sense of urgency who works well under pressure.
- Multitasking & Timelines: Demonstrated ability to multi-task effectively and meet deliverable timelines.
- Technical Proficiency: Proficient in Microsoft Office.
- Communication: Strong communication skills, both written and verbal.
- Qualification: Graduation in any discipline.
Interested Reach out to: Rose at 9873538143 (or WhatsApp at 8595800635) or email your resume to [Confidential Information].
