Quality Analyst (SDQ)

JOB PURPOSE

Monitoring, track, document and analyze the quality of the work performed by the agents in the operations department. Making sure the development of agents through feedback and coaching processes. Assure internal and regulatory compliance guidelines are being met across the organization

The QA is a member of the QA & Compliance Department reporting directly to the QA & Compliance Supervisor. As a support department to the operations, the primary responsibility of such role is to ensure that each agent is working accordingly to the quality guidelines established and the compliance of the processes & procedures in the company.

• Audit, track, document and analyze the quality of the work performed by the operations agents
• Evaluate compliance with quality guidelines, processes and procedures established
• Ensure adherence and accomplishment of all Quality Standards, as well as other regulatory requirements/guidelines
• Provide QA supervisor with developmental feedback
• Communicate and report to the QA Supervisor any trends arising within the operations agents
• Participate in the daily, weekly, or monthly calibration sessions as needed
• Assist other departments in quality and/or compliance related requests
• Support QA & Compliance Supervisor with the department’s day to day operations

Qualifications & Experience

• English B1 or above
• 1 year of experience within the call center industry
• Preferably experience in a QA role
• Basic Excel knowledge

Desired Skills

• Self-starter with high energy
• Enjoys working in a fast-paced environment
• Exhibit a positive teamwork attitude

• DOP $220 / H + PA Bonus
• Private medical insurance plan
• Growth Opportunities