Job
Description
As a Senior Quality Analyst in our center, you will play a pivotal role in ensuring the consistent delivery of high-quality customer service. Your main responsibilities will include conducting detailed audits, analyzing performance data, and providing structured feedback to enhance agent performance. Through collaboration and proactive coaching, you will drive process improvements, ensuring adherence to internal policies, compliance standards, and best practices. You will also contribute to continuous quality enhancements by identifying trends, making data-driven recommendations, and supporting real-time operations on the floor. This role requires a strategic mindset, exceptional attention to detail, and a strong commitment to driving operational excellence and customer satisfaction. Key Responsibilities: Conduct comprehensive audits on customer interactions and provide structured, constructive feedback to drive quality improvements. Perform root cause analysis to identify underlying issues in performance, process, and customer experience, and recommend corrective actions. Collaborate with associates and team leaders to provide coaching based on audit findings, aiming to close skill gaps and boost performance. Prepare and present detailed performance reports and data analysis decks to internal stakeholders for strategic decision-making. Actively participate in quality calibrations with vendor to ensure uniformity in scoring and feedback across the organization. Develop and propose recommendations for process optimization and quality improvement initiatives to management. Ensure strict adherence to internal policies, procedures, and regulatory compliance standards. Engage in vendor assessments and calibration sessions to uphold high-quality service standards. Identify and analyze industry trends, offering insights and proactive recommendations to the change management team. Conduct Training Needs Analysis (TNA) and Training Needs Implementation (TNI), ensuring 100% execution for continuous team development. Provide real-time support on the production floor, assisting with live interactions and guiding agents to ensure high-quality outcomes. Carry out monthly assessments to evaluate team knowledge based on audit findings and implement corrective actions where needed. Skills & Qualifications: Strong command of verbal and written English, preferably with a British Council certification at C1/C2 levels (Core, Speaking, & Writing). Proficiency in 7 QC tools and demonstrated knowledge of Six Sigma methodologies (Green Belt certification preferred). Advanced proficiency in Microsoft Office Suite, including Excel, PowerPoint, and data visualization tools. Excellent communication and active listening skills to effectively coach and guide team members. High attention to detail and an analytical approach to problem-solving and decision-making. Proven ability to work in a fast-paced environment and manage multiple priorities. Experience in quality analysis within a call center environment is strongly preferred.
