Quality Assurance Analyst - L2

Job Description

Role Purpose

The purpose of this role is to conduct audits to ensure quality compliance within the account.

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Responsibilities:

1. Monitor and evaluate agents' performance to ensure adherence to established processes, policies, and guidelines.
2. Collaborate with Supervisors and Team Coaches to provide constructive feedback and personalized coaching to agents based on thorough evaluation results.
3. Analyze qualitative and quantitative data to formulate insightful recommendations for minimizing errors and honing process performance.
4. Generate and manage performance tracking reports to present trends and outcomes, driving accountability and excellence.
5. Facilitate outlier training sessions and daily huddles to reinforce best practices and provide support to team members.
6. Maintain productivity levels to meet service requirements and contribute to overall service objectives.
7. Ensure proactive monitoring and implementation of strategies to achieve key quality parameters, including CSAT, MPS, CES, and FCR.
8. Maintain a positive and collaborative relationship with teammates and departments to foster a supportive work environment.

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Qualifications:

1. Completion of at least 2nd year of college education, with a Bachelor's Degree preferred.

2. Minimum of 2 years of experience in a contact center environment, showcasing a background in direct customer interactions.

3. At least 6 months of experience in transactional monitoring or as a quality assurance analyst, preferably within the retail domain.