In this role, a Quality Analyst is expected to conduct process audits, deploy designed processes and report quality performance, support and implement de-risking plans for processes, create and build visibility of risk, quality initiatives, share and document best practices, resolve client complaints, participate in calibration process with the client with an objective to ensure client deliverables are met.
Location for this position is Costa Rica.
1. Head of the specialist.
2. 4 years of experience
4. Oversee QA
5. Audits and verify gaps
6. Feedback for agents and QA specialists.
Must have experience in :
Conducting process audits, identifying gaps, providing feedback to agents and / or auditors
Preparing, collecting, analyzing process performance data and share this with Operations to formulate plans to increase customer satisfaction
Deploying designed processes within defined timelines, tracking, and measuring performance in order to ensure controls are suitably deployed
Creating and implementing sampling plan, conducting calibration sessions, feedback sessions
Identifying process, engagement level risks by performing necessary audits
Analyzing customer escalations and formulating improvement plans with corrective and preventive measures
Formulating action plans in order to reduce customer escalations and work with the operations to deploy them
Desired experience in :
L1 / L2 technical helpdesk