Analyst, Member Support, Quality Assurance

Job Description

The main goal of the Quality Analyst would be to monitor the interactions handled by the agents based on pre-defined parameters, to identify opportunities for improvement and provide coaching sessions. As a Quality Assurance Analyst you ll be: Monitoring consultants phone calls and written communication using allocated systems to capture their effectiveness at service delivery Conducting effective skills-transfer sessions to improve teams understanding and performance of customer centric metrics Conducting effective one-on-one coaching sessions to share feedback on observations from monitored interactions Providing feedback to the associates Generating QA reports Achieving the sampling plan target that was given Completing all given tasks within the time specified Conducting Monthly Performance Review with each consultant - review performance, share findings and set goals. Document the meeting and share with the Training Manager/QA lead Working closely with the peers to implement quality strategies and drive overall project s performance Following the hierarchy structure for escalation of any issues related to work Adhering to the rules of the company Adhering to the non disclosure agreement Training/Coaching consultants on Quality parameters and requirements Developing trust and professional rapport with employees What makes you a great fit: You have adept command of the English language, both written and verbal - C1/C2 level You are customer oriented in managing communications and issues You have excellent communication skills, a positive goal-oriented attitude and be able to multitask You have ability to detect patterns, recognize opportunities for change and improvement of processes or established work practices You are comfortable working in a fast-moving company where priorities can change and processes may need to be created from scratch You have developed reporting skills, ability to work with Gsuit