Transaction Quality Analyst (Portuguese & English)
Pavas, San Jose,CR
hace 11 días

Job description

AQuality Analyst will monitor and score the quality of calls, both real time andhistorical (recorded), looking for call attributes that support qualitycustomer interactions that meet business and customer needs and expectations.

The QA uses effective written communication to document associated performancemeasures and regularly identifies inefficiency issues, training opportunitiesand potential system and process modifications.


  • Reviews and audits incidents,email and telephone interactions along with customer satisfaction responses forthe Operation
  • Performs live monitoringthrough side by sides
  • Perform call taking or ticket management
  • Provides coaching and feedback for performance improvement
  • Constructs monthly monitoring plans for each agent based on performance and with measurable success
  • Identifies trends, works tocorrect areas of improvements and closely monitors result of such
  • Assists in training and refresherdeliver when needed
  • Provides continuous review anddevelopment of established quality standards. Recommends modifications whereappropriate
  • Facilitates or attends calibrationsessions to assure alignment and standardization with current processes
  • Comply with the established performance scorecard
  • Full knowledge in policies, procedures, and tools
  • Comply with required self-development courses
  • Participate in Operation meetings for account performance improvements
  • Maintain open and constant communication with team members such as Trainers, QA, Operations, and Management
  • Requirements

  • Bachelor’sdegree or equivalent business experience (preferably)
  • Proficient inSpanish, English and Portuguese languages
  • Six Sigma knowledge or certification(preferably)
  • Proficiencyin MS Office
  • 1+ yearsexperience in customer service or business process support
  • Experience incoaching and training individuals or groups required
  • Ability toplan, multi-task, and manage time effectively
  • Excellentwritten, verbal, analytical and communication skills
  • Must be ableto work a flexible schedule to support the variety of schedules within theoperation
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