Quality Analyst - Belize

Job Opportunity

Position: Quality Analyst (Bilingual)
Department: Middle Management
Reports To: Quality Supervisor
                    Team Supervisor
                    Senior Manager - Contact Center

Number of Openings: One

POSITION SUMMARY
As a Quality Analyst, it would be your responsibility to analyze the effectiveness of the individual agents on your team. The analyst performs Quality Assurance audits on phone calls, emails, and all other pertinent correspondence. The analyst reviews and grades customer contact events for technical accuracy, compliance to policies and procedures, and observable soft skills. The analyst will also provide measurements to help gauge the customers overall level of satisfaction with the contact event.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Audits and evaluates recorded engagements against defined agent quality scorecards
• Gauges the customers overall level of satisfaction with the contact event
• Analyzes caller sessions for adherence to policies and procedures and the use of soft skills to solve issues effectively and efficiently
• Comprehends written quality guidelines and apply those guidelines to the evaluation process
• Provides a concise written analysis of the interaction along with feedback and coaching recommendations to improve the customer service representative’s performance
• Supports trend analysis to drive continuous improvement in new hire and ongoing training initiatives
• Reviews scorecard results with agents and supervisors
• Identifies ways to improve and promote quality
• Demonstrates accuracy and thoroughness

ARE YOU A GOOD FIT?

Minimum knowledge, skill and/or ability required to perform job functions:

• Must Be Bilingual
• Superior interpersonal skills and professionalism
• Proven leadership skills
• Quick learner and able to retain a lot of information at once (as this person would have to be an expert in all internal departments)
• Able to adapt to changing work conditions and SOPs
• Highest level of understanding of company programs, policies, services and products
• Excellent oral and written communication skills
• Solid work ethic and unquestioned integrity
• Self-motivating, entrepreneurial spirit with the ability to be resourceful and take initiative
• Exceptional spoken and written English skills
• Demonstrates critical thinking ability
• Effective Team Player!
• Highly organized and adept at multitasking
• Consistently high performance
• Reliable attendance and schedule adherence