*You must have held a Quality Assurance position in a call center to be considered.
*
The Quality Analyst is responsible for implementation and delivery of exceptional quality framework that supports consistent delivery of client metrics.
*Responsibilities:*
* Working closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality
* Assess sample work output from various teams for pre-defined audit monitoring as per evaluation criteria defined by business
* Ascertain right coaching needs are identified by the operations team through their evaluations
* Proactive management of identifying trends, producing root cause analysis and providing solutions
* Develop & implement standard quality methodology to include guidelines, policies and procedures
* Work with the business leaders and managers to identify gaps and implement plans to close and improve
* Implement robust monitoring of internal QA and maintains an efficient performance management system
* Review and present regular management information on quality measures and improvements
* Meet KRA’s as agreed and any that may get added due to business needs
* Develop and maintain a log of the learning and ensure these are passed on to the training team to be implemented along with other best practices for all future training programs
*Qualifications:*
* Education: High school required, degree level preferred
* Should have significant experience of coaching either face to face or in a virtual space
* Experience in data collection, analysis (RCA, TNI, quality tools), reporting & governance
* Ability to work across the training cycle from training needs analysis, design, delivery and evaluation
* Demonstrated strong track record in driving continuous improvement in customer satisfaction.
* Proficient in Microsoft Office Tools: Excel, Access, Word, PowerPoint, Visio and statistical analysis tools
* Understands quality principles and is able to articulate use of those principles
_The statements above are intended to describe the general nature and level of work being performed by people assigned to this job.
Other duties may be assigned as needed.
Firstsource INC.
is an equal opportunity employer that does not discriminate on the basis of age (40 & over), race, color, religion, sex, national origin, protected veteran status, disability, sexual Orientation, gender identity or any other protected class in accordance with applicable law.
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_It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination.
To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans_
Job Type: Full-time
Pay: $21.
00 per hour
Expected hours: No less than 40 per week
Benefits:
* 401(k)
* 401(k) matching
* Dental insurance
* Health insurance
* Paid time off
* Referral program
* Vision insurance
Experience level:
* 2 years
Shift:
* 8 hour shift
* Day shift
* Evening shift
Weekly day range:
* Monday to Friday
Work setting:
* In-person
* Office
Application Question(s):
* How many years work experience do you have monitoring agent phone calls in a call center environment?
Education:
* High school or equivalent (Required)
Experience:
* Quality assurance: 1 year (Required)
* Call center: 2 years (Required)
Work Location: In person
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