Quality Analyst

Essential Duties & Responsibilities:

• Delivers required number of QA monitors on a timely manner;
• Generates and trends weekly/monthly QE related reports
• Performs side-by-side sessions and provide real-time feedback
• Participates on team meetings/huddles to share Quality and behavioral tagging trends
• Participates in QA Calibration and maintain 2.5% variance or lower.
• Works closely with the line leadership;
• Develops and delivers action plans to TLs and Global Agents.
• Skilled in pinpointing root cause/s for performance variance;
• Keeps abreast of operational changes;
• Upholds the ability to lead by successfully implementing new process;
• Upholds corporate values and expected behavior.
• Willing to support call volume when needed.
• Adheres to the schedule set by the QA SDL / QA Supervisor.
• Responsible for identifying and collecting best practices and share then with all QA
• Works closely with the QA SDL / QA Supervisor to execute key QA initiatives or special projects, etc.

Requirements:

• Must have at least 1 year experience as Quality Analyst
• Must be amenable to work onsite in VXI Clark