Quality Analyst

Role and Responsibilities

• Monitor evaluate and score calls against established quality assurance instruments and standards
• Review evaluate and score open and closed customer issues tickets against established quality assurance instruments and standards
• Participate as needed in calibration sessions employee communication sessions and/or creation of communication tools
• Supports and communicates business goals quality standards processes and procedures and policies
• Provides accurate and timely reports on a daily monthly monthtodate and yeartodate rolling basis on call quality productivity availability and other key metrics as determined
• Undertakes work requiring basic application of acquired business or operational skills and knowledge and the principles of the primary discipline.
• Responsible for monitoring the quality delivery of service of applicable LOB representatives and providing feedback to applicable LOB management on potential improvements in processes and procedures that could improve productivity and/or customer service.
• Perform other duties assigned

Qualifications and Education Requirements

• College graduate or equivalent relevant work experience

Preferred Skills

• At least B2 CEFR or 58 in Versant
• Proficient in MS Office (Excel Word PowerPoint)
• Knowledge of products quality and performance metrics
• Exhibit a strong understanding of performance management and employee development strategies.
• Excellent organizational interpersonal and communication skills.
• Excellent decisive decisionmaking skills
• Outstanding listening skills and the ability to process auditory information very quickly.
• Ability to identify trends in data and call patterns.
• Ability to work in a repetitive environment.
• Ability to identify specific behavior patterns by listening to telephone calls or written transactions.
• Ability to be strategic in providing solutions and process improvements.

Experience

• Experience supporting Debit & Credit Card Fraud Detection particularly areas like Cards/Consumer
• Proven high level of customer service delivery
• Overall work experience of 3 years with at least one year experience as Quality Analyst in a BPO setting.

Remote Work :

No