Quality Assurance | Business Process | Lead Generation 

Overview

Looking for part-time work (4 hours/day)

at $9.00/hour ($792.00/month)

Associates degree

Last Active

September 15th, 2024 (4 days ago)

Member Since

October 10th, 2019

Profile Description

As a Senior Quality Analyst, I closely work with Operations and Training Teams to identify and analyze agent performance, trends and areas of improvement through audits. The role entails being well versed on the program and be considered as an expert on the products, processes, and policies. Doing root cause analyses on performance trends is one of my important tasks as this helps Operations Team identify opportunities that when worked on would translate to better performance. These RCA inputs are also being used by the Training Team in order to determine the business unit's training needs. Regular meetings with different workstreams are also part of my daily work rhythm.
Duties and Responsibiilities:
1. Evaluate, analyze and document the peformance of agents through call audits and other work outputs.
2. Develop, interpret and implement the Quality Management Process.
3. prepare reports and quality data to be shared and discussed with the Operations and Training Teams and other workstreams.
4. Lead and conducts calibration sessions.
5. Analyze data to identify trends, behaviors and areas of improvement through audits.
6. Partner with Training to identify opportunities and trends to help determine training soolutions to address the areas for improvement.
7. To work closely with Operations to ensure that agents are able to receive the coaching for the feedback given through the audits conducted and to be able to strategize along with other workstreams to ensure that key performance indicator goals are met.