Quality Assurance Analyst

Full Time
EXPIRES 02 Nov, 2019

Job Location

Georgetown, Guyana

Description

Do you have a keen eye for detail? Do you have exceptional communication and customer service skills?

Then join us! We are looking for a Quality Assurance Analyst who can join our growing team.

Requirements

  • Diploma or equivalent business experience required

  • Excellent email writing skills

  • Experience in coaching and training individuals or groups required

  • Ability to negotiate change across organizational/firm boundaries and influence others outside of own work group

  •  Adept at networking and building relationships with all levels of management and staff

  • Demonstrated ability with the design and application of innovative ideas, developing creative solutions and motivating a team to share knowledge and complete tasks on time

  • Ability to work in virtual team environment

  • Thorough understanding of the U.S. Firms’ organization and business preferred

  • 1 to 3 years experience in customer service and/or business process/technology support required

Responsibilities

  • Monitors and evaluates internal and external quality. Tracks issues in the quality monitoring systems or tools and analyzes the results. Provides feedback to improve performance and develops training programs. Works with other internal/external teams to define quality metrics

  • Quality assurance analysts ensure that agents provide quality service in line with organizational objectives

  • Optimized quality assurance will increase agents’ efficiency through behavior modification, enhance quality service 

  • Performs mock tasks with new hires post-training to determine readiness for moving into support.

  • Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities

  • Uses tools to gather data and analyze trends or patterns affecting quality

  • Collaborates with operations to identify and streamline processes and implement process standards that enhance service delivery

  • The Quality Assurance Analyst is responsible for reviewing and auditing agent task interactions 

  • The analyst will also be responsible for facilitating calibration/group sessions regarding our quality program

  • Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, Contact center leadership, operations, analysts and the Service Quality teams

  • A Quality Assurance Analyst is responsible for identifying areas of service improvements and developing programs that improve the overall quality of the work being done. The Quality Assurance Analyst is responsible for the overall quality of the agents/ interactions, making improvement recommendations to the Quality Assurance Manager and monitors the result of stated recommendations

Remuneration

Job type

Full-Time Position.

Compensation

Competitive compensation offered.

Workdays & hours

Shifts are flexible starting 8:00 AM – 10:00 PM EST*, Mon-Sun.

Only shortlisted applicants will be contacted.

 

Apply now

Interested applicants can contact the Recruitment Department via recruitment@emergebpo.com, via telephone 226-2532/34 or at our Main Office - 92 Middle Street, North Cummingsburg, Georgetown.

Apply Online
You may alternatively apply for this job online with your SkilledGuyanese profile.
Your application will be emailed to the employer immediately.
Then, the employer will be able to view your application on our website.

A JOB BY

Emerge BPO Services Inc.

Emerge BPO Services Inc.



Overview

Emerge BPO is an outsourcing provider for customer service and back-office support based in Georgetown, Guyana.
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