Senior Quality Analyst

7 days ago

Vadodara, Gujarat, India beBeeSpecialist Full time ₹ 7,20,000 - ₹ 10,50,000
Job Title: Spanish Process Specialist

We are seeking a highly skilled and detail-oriented Spanish Process Specialist to join our team. As a key member of our operations team, you will be responsible for ensuring the highest quality standards in our Spanish process.

Key Responsibilities:
  • Maintain expert-level knowledge of assigned products and services, complete all required training and certifications.
  • Monitor customer issue trends, volume spikes, and case inventory.
  • Lead daily team huddle and communicate operational updates.
  • Conduct effective coaching and feedback sessions; manage follow-up actions.
  • Ensure timely completion of compliance training and phishing exercises for self and team.
  • Review and analyze B2B Service Cloud and DOMO reports; share performance metrics weekly.
  • Serve as an escalation point for customer cases; manage resolution and documentation.
  • Oversee staff scheduling and maintain low attrition rates.
  • Validate agenda access and ensure compliance with security protocols.
  • Display professionalism at all times.
  • Respond promptly to production issues and operational challenges.
  • Promote positive behaviors and recognize team achievements.
  • Provide reporting and analysis results to directors for quality evaluations completed including trend results.
  • Learn program/services topics to provide proper support, this includes refresher training and new product/enhancement trainings.
  • Lead and participate in feedback sessions in Verient application.
  • Maintain and expand on all product and service knowledge.
  • Complete all mandatory training courses in a timely manner.
  • Protect Mastercard B2B customer and internal proprietary information.
  • React in demanding situations or short timeline deliverables.
  • Amply positive behaviors.
  • Collaborate with multiple internal support teams to address customer requests
Required Skills & Qualifications:
  • Proficiency in Microsoft Office and related applications
  • Strong attention to detail and organizational skills
  • Professional demeanor and respect for colleagues and customers
  • Ability to collaborate effectively with internal teams and directors
  • Capable of multitasking and leading in a dynamic, team-oriented environment.
  • Demonstrates success in high-pressure, fast-paced settings, and frequent changes deemed by the business and product owners.
  • Analytical and strategic thinking and problem-solving skills for process improvements
  • Effective communication and feedback delivery
  • Commitment to fostering a safe, inclusive, and diverse workplace.
  • Educational Qualification: Graduate
Benefits:

This role offers a competitive salary and benefits package, including opportunities for professional growth and development.

Other Information:

We are an equal opportunities employer and welcome applications from all qualified candidates. If you are passionate about delivering high-quality results and working in a dynamic team environment, we encourage you to apply.

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