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DESCRIPTION
The primary objective of the Quality Analyst is to be a SME (Subject Matter Expert) for quality guidelines and review/rate various types of content, which could be audio, video, text, photos, and provide ratings on their individual judgements/decisions, restricted within the options being provided as per the task guidelines with written explanations to support their ratings and help improve raters quality over time .
Roles & Responsibilities :
- Monitors all interactions and ensures accuracy of the output
- Coordinates and facilitates call calibration/training sessions for vendor QA partners
- Trained and certify new IQA/VQAs
- Publishes quality trends, feedback and improvement / enhancement reports
- Deal tactfully and courteously with clients
- Produce Quality reports and dashboards such as TNI, Pareto etc.
- Drive process improvement and ensure process compliance
- Contribute to the development of the short- and long-term goals of the process
- Ensure quality/RCA alignment, and CSAT targets are met at all times (Vendor QA results)
- Drive first call resolution and quality initiatives in the program
REQUIREMENTS
- Excellent oral, written and interpersonal communication skills.(French & English)
- Exceptional listening and strong analytical skills.
- Effective problem solver
- Intermediate level of knowledge in Google suite.
- Ability to work in a multicultural environment, and as part of cross-functional teams/client facing
- Works accurately and with an eye for details.
- 100% work from office - Oeiras - Quinta da fonte
- Quality Analyst background
- At least 6 months relevant experience is required in a customer service in an inbound and outbound programs
- Training background/skill will be an added advantage