The Quality Analyst will provide support enabling Operations delivery against the agreed standards and business requirements. The QA will also drive the required knowledge, skills, and attitude of Reps to achieve agreed Quality SLAs.
- Duties and Responsibilities -
Monitors and enhances employee performance through coaching on quality and the market-specific requirements.
SUPPORTS THE MARKET TEAM LEADS TO EDUCATE AND DEVELOP ALL REPS.
PREPARES AND DISTRIBUTES REPORTS ON OPERATIONS DELIVERY.
PERFORMS DATA ANALYSIS TO ESTABLISH TRENDS AS REQUESTED BY THE TEAM LEADS.
ASSISTS TRAINING AND QUALITY LEADS IN PREPARING VARIOUS PROJECTS AIMED TO DRIVE QUALITY AND OPERATIONAL DELIVERY.
PREFORMS ADMINISTRATIVE DUTIES AS NEEDED TO SUPPORT THE TEAM.
SUPPORTS TL TO ESTABLISH ACTION PLAN OR PERFORMANCE IMPROVEMENT PLAN TO IMPROVE REPS QUALITY PERFORMANCE.
MONITORS CASES OF ASSIGNED AGENTS IN ANY QA SPOKEN LANGUAGES.
DELIVERS TRAINING TO AUDITORS ON CHANGING CONTENT POLICIES AS WELL AS REFRESHER TRAINING.
AFFACTIVELY REVIEWS DECISION ACCURACY AUDITS TO ENSURE CONSISTENCY AND ALIGNMENT WITH OUR COMMUNITY STANDARDS AND INTERNAL POLICIES.
MENTORS AUDITORS ON THE USE OF AUDIT TOOLS AND SYSTEMS.
DEVELOPS PROCESS DOCUMENTATION AND AGGREGATES FEEDBACK ABOUT THE FUNCTIONALITY OF AUDIT TOOLS.
- Essential Competencies -
ABILITY TO UNDERSTAND THE PRINCIPLES OF QUALITY IN THE BUSINESS.
ABILITY TO UNDERSTAND THE IMPACT OF QUALITY ON DELIVERY.
STRONG VERBAL AND WRITTEN COMMUNICATION SKILLS.
ABILITY TO DRIVE INDIVIDUAL RESULTS THROUGH COACHING.
ABILITY TO WORK WITH A VARIETY OF PEOPLE FROM VARIOUS LEVELS WITHIN THE ORGANIZATION.
ABILITY TO SHARE IDEAS, HANDLE CONFLICTING POINT OF VIEWS, AND ABILITY TO BUILD ON OTHER POINTS OF VIEW.
DEMOSNTRATES THE ABILITY TO RUN REPORTS, BE RESPONSIBLE FOR THEM, UNDERSTAND AND CONDUCT ANALYSIS ON THEM.
CLEARLY IDENTIFYS IMPROVEMENTS TO BE ACHIEVED.
ABILITY TO SOLVE PROBLEMS AND OFFER SOLUTIONS.
ABILITY TO WORK ON THEIR OWN, TO DRIVE IMPROVEMENTS WITHIN THE TEAM AND IN THE ORGANIZATION BY IMPROVING THE QUALITY TOOLS AND PROCESSES.
- Candidate Experience -
FLUENT IN PORTUGUESE AND ENGLISH, ALONGSIDE A FULL CULTURAL AND LINGUISTIC UNDERSTANDING OF THE MARKET.
YOU MUST BE ABLE TO DEMONSTRATE A TRACK RECORD PROVIDING 1:1 SUPPORT TO PEOPLE WITH ACCURACY AND EMPATHY.
PROVEN EXPERIENCE WITH ASSISTING WITH THE IMPLEMENTATION OF COMPLEX OPERATIONAL PROCEDURES.
TRACK RECORD OF DEVELOPING AND MAINTAINING EXPERTISE ON CORPORATE POLICIES AND/OR COMMUNITY STANDARDS.
BECAPABLE OF ANALYSING DATA AND RECOGNIZING TRENDS AND THEMES, AND ABLE TO USE EXPERIENCE TO RELATE TO THE REAL ENVIRONMENT.
HAVE A PROVEN TRACK RECORD IN PROVIDING DEVELOPMENTAL FEEDBACK, MENTORING AND ONE TO ONE COACHING.
ABLE TO WORK AND COLLABORATE ACROSS MULTIPLE PROJECTS AND EXECUTE DECISIONS WITH GOOD JUDGMENT.
DEMONSTRATED ABILITY TO PERFORM WELL IN A RAPIDLY CHANGING ENVIRONMENT AND ACROSS MULTIPLE TEAMS.