Quality Analyst - Remote

Overview

We are looking for an experienced Quality Analyst to perform audits to ensure consistency in the quality of client interaction and ensure the Customer Service team is using defined procedures.

In Short

• Inspect procedures of the entire Customer Service cycle to ensure they are efficient and in compliance with our quality standards.
• Understand customer needs and requirements to develop effective quality control processes.
• Review and score agent’s interactions with customers to ensure correct processes are followed and accurate information is provided.
• Provide constructive feedback to agents on a monthly basis.
• Participate in calibration sessions.
• Review customer feedback to ensure appropriate responses are given.
• Collaborate with Team Leads for coaching guidance.
• Devise procedures to inspect and report quality issues.
• Monitor actions impacting customer experience quality.
• Keep track of metrics and KPIs to help reach goals.

Requirements

• Previous experience in quality and compliance monitoring.
• Methodical with high accuracy and attention to detail.
• Ability to perform in a fast-paced, deadline-oriented environment.
• Strong organizational and administrative skills.
• Ability to facilitate calibration and coaching sessions.
• Excellent interpersonal skills for relationship building.
• Responsible and trustworthy.
• Ability to multi-task and prioritize workload.
• Knowledge of quality control standards in Customer Service.
• Proficiency in Microsoft Office and GSuite.
• Knowledge of data analysis/statistical methods.
• Flexibility and adaptability to changing circumstances.
• Passion for delivering exemplary customer care.
• High level of written and spoken English.

Benefits

• Competitive salary.
• Permanent contract.
• 15 days of vacation.
• Remote work for better work-life balance.
• Affordable Connectivity Program.