Quality Analyst
Current-Communicate with and support Quality Manager, Operations Manager, Supervisors, leads, the Client and employees-Analyze DSAT and present drivers in cooperation with Client Quality Delivery Manager;-Propose process change with recommendation to mitigate any negative impact to different metrics;-Establish rapport and effective working relationships with Quality Delivery Manager and business owners in order to understand account specific.-Provide effective, accurate and constructive feedback to agents to ensure continuous improvement-Coordinate and/or participate in client calibration sessions-Conduct Process and Agent Level Transaction Monitoring-Ensure consistent application of the quality process/system.-Facilitate Quality training and/or initiatives-Diagnosis continuous improvement opportunities applicable to account, workgroup and department.-Utilize common process methodology for process improvement.-Develop and maintain quality reports at agent, team, and call center level. Tracking trends and ensuring the realization of action plans-Develop and streamline Quality procedures.-Provide written and verbal feedback to leadership, the client and agents on evaluations and -process improvement recommendations.-Work closely with Team Leaders and Operations Managers to identify knowledge gaps, create action plans to bridge them and achieve all goals
