Quality Analyst

Our client represents the connected world, offering innovative and customer-centric information technology experiences. They rise to create sustainable businesses that can bring about lasting change in our communities to create an equal world, to be future ready, and to create value.

They are a USD 6.5 billion company with 146,000+ professionals across 90 countries, helping 1250 global customers including Fortune 500 companies.

They now have 4 opportunites for Dutch speaking Quality Analysts to join the business, where you will be responsible for the below:- 

Responsibilities & Duties:-

• Monitor and audit quality of customer interactions of assigned CSAs, provide root cause analysis
• Provide individual and team feedback and coaching to CSAs by sharing actionable insights for improvement, and track feedback efficacy
• Effectively support CSA quality performance improvement in alignment with Operation Team lead priorities, based on quartile management
• Participate in internal and external calibration sessions and joint call monitoring sessions with customer and stakeholders
• Provide comprehensive input for Quality reporting
• Identify improvement areas for adherence and improvement of quality standards, call out insights and observations to continuously improve customer experience
• Take part in production activities by taking calls and being part of support group activities, e.g. escalations, real-time support
• Participate in training programs for better understanding of client and business expectations and to continuously develop and grow

Preferred Competencies:- 

• Possesses an advanced understanding of using computers and is effectively able to multi-task across systems and applications,
• Optimistic, friendly, positive, and self-motivated personality,
• Ability to work in team,
• Service oriented profile and with a focus on problem solving,
• Ability to work shift hours/ part time (to the extent legally possible),
• No remarks in a background check performed by Supplier, e.g. no criminal record, nor any default payments. This includes: no instances of payment defaults, arrears, or unfavourable credit data
• Good communication skills

Educational / Professional Qualifications

• Near native (interpreted as CEFR level C1) or native relevant market language and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systems

• Proven experience in Quality Management within a BPO environment (min. 2 years)
• Quality monitoring and audit experience (min. 1 years)
• Excellent attention to detail and ability to maintain accuracy
• Great data analytic and problem solving skills, continuous improvement mindset and toolset
• Good communication and interpersonal skills