Quality Assurance Specialist
4 days ago
About Our TeamWe are a leading business services company with a presence in over 70 countries and a staff of more than 450,000 globally who speak multiple languages.The Senior Quality Analyst role is crucial to ensuring exceptional customer experiences through our contact centers.ResponsibilitiesEvaluate and audit inbound and/or outbound calls and other contact methods including chat and email to ensure high-quality interactions.Provide actionable insights to stakeholders through regular reporting.Participate in calibration sessions/call listening sessions to maintain consistent scoring standards and best practices.Collaborate with internal quality auditors to identify areas for improvement and recommend process enhancements.Maintain comprehensive knowledge of our programs, products, and services to deliver tailored solutions.Partner with cross-functional teams to drive quality initiatives and achieve business objectives.RequirementsTo excel as a Senior Quality Analyst, you will need:Strong analytical and problem-solving skills to evaluate complex data.Effective communication and interpersonal skills to collaborate with diverse stakeholders.Ability to think critically and adapt to changing business needs.Familiarity with quality assurance principles and methodologies.Basic understanding of client products, services, and program strategies.BenefitsWe offer a dynamic work environment that fosters growth and development. As a Senior Quality Analyst, you can expect:A competitive compensation package.Ongoing training and professional development opportunities.A collaborative and inclusive team culture.Career GrowthAt our organization, we prioritize career advancement and employee satisfaction. With dedication and hard work, you can progress to leadership roles or explore new career paths within the company.
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