Quality Assurance Analyst - Intermediate

Quality Assurance Analyst - Intermediate Agent is effectively responsible for executing quality control procedures for various functions and overseeing all day-to-day efforts of documenting errors found, providing feedback to agents, creating/following up coaching procedures, and analyzing findings and standard deviations that need to be addressed to improve the customer experience and reduce errors and rework for these functions.

What you’ll do:

• Execute the quality control procedure according to the quality framework defined for this business
• Document errors found and act upon these findings to have a positive impact on customer experience in conjunction with the Ops leader based on CSAT or other operative metrics
• Identify gaps in the overall operative process to proactively report them to the BU + training in order to strengthen the documentation
• Provide feedback and/or coaching to stakeholders leveraging available resources to close gaps found and following the documentation requirements to sustain internal audits by regulators (where applicable)
• Analyze findings and trends and the root cause of the standard deviations found and CSAT from the business supported
• Focus efforts in improving customer experience by reducing errors and rework 

What experience you must have to be eligible:

• 1 or more years of verifiable Quality Assurance experience, mandatory within a Contact Center environment.  
• Bilingual English, minimum B2 level, Spoken and written.
• Minimum 11th Grade High School Diploma, completed.
• Intermediate Knowledge in Google Sheets or excel.

What could set you apart:

• Knowledge and experience in back office and or voice processes is a plus.
• Student of Industry engineering, computer sciences, data analysis or any other college career related to processes is a plus.
• Knowledge of Looker Studio is a plus.

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