Quality Analyst
Infosys
San José
hace 17 horas

Job Description

Quality Analyst Costa Rica

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.

Basic :

  • Bachelor’s degree in any area
  • At least 4 years of experience in call center / contact center
  • Advance level in English language C1 minimum
  • 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
  • About Us

    Infosys BPM, the business process management subsidiary of Infosys (NYSE : INFY), provides end-to-end transformative services for its clients across the globe.

    The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients.

    Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

    Infosys BPM has 32 delivery centers in 16 countries spread across 6 continents, with more than 38000 employees from over 80 nationalities, as of Nov 2019.

    The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others.

    Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years.

    The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices.

    The company’s senior leaders contribute widely to industry forums asBPM strategists.

    EOE / Minority / Female / Veteran / Disabled

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