Associate Quality Verification Agent
Neustar, Inc.
Costa Rica, Heredia
hace 10 horas

This position is part of the Quality Verification team responsible for controlling the quality of the work performed and verifying the accuracy of the data in order to provide confidence in the results.

In this role, the Associate Quality Verification Agent will be responsible for assessing the quality of the performance of our Data Validation Agents.

  • The Quality Verification Agent will monitor outbound calls, customer service performance, and conformity to company requirements, policies, and procedures;
  • as well as making recommendations for enhancements to training materials as needed to enhance the overall processes.

    The Quality Verification Agent should be able to listen to calls and identify areas of opportunity for improvement. The successful candidate will have an intense focus on Quality and experience with Data Analysis is also desired.

    Responsibilities / Key Tasks :

  • Review a sample of approximately 300 calls per week
  • Perform call monitoring and provides trend data to the Quality Supervisor
  • Use quality monitoring data management system to compile and track performance at team and individual level
  • Participate in call calibration sessions for Data Validation Agents
  • Provide feedback to the Data Validation Agents
  • Prepare and analyze internal quality reports for the Quality Supervisor
  • Perform additional quality tasks as needed : reporting, trending, monitoring, KPI’s, etc.
  • Qualifications and Requirements :

  • English language proficiency 90%-100% that includes reading, oral, writing, and listening skills
  • Strong clear verbal and written communication and presentation skills is required
  • High school diploma
  • MS Office knowledge (Excel- intermediate to advanced)
  • High level of comfort working with multiple groups and individuals (supervisors, managers and software developers)
  • Self - starter who is able to maintain the strongest focus on Quality
  • Excellent analytical, research, numeracy and problem solving skills
  • Ability to multitask and leverage escalation procedures
  • Neustar does not accept unsolicited resumes from external firms or agencies. Neustar will not be responsible for placement fees associated with unsolicited resumes.

    DIVERSITY

    Diversity, inclusion and teamwork are second nature to Neustar; and these values permeate our entire business structure.

    Neustar is committed to creating an environment where a wide spectrum of opinions and beliefs are actively sought, listened to and respected.

    Further, our talented workforce draws from the many geographic areas and markets in which Neustar operates worldwide, which represents a distinct competitive advantage.

    The rich and varied personal and professional backgrounds of our employees make Neustar a dynamic and rewarding company at which to build a career. We invite you to join us.

    Neustar, Inc. considers all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, or status as a Vietnam-

    era or special disabled veteran in accordance with federal law and other state and local requirements. Neustar, Inc., complies with applicable state and local laws prohibiting discrimination in employment and provides reasonable accommodation to qualified individuals with disabilities in accordance with the American with Disabilities Act (ADA) and applicable state and local laws.

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