The Quality Assurance Analyst is responsible for assessing the quality performance of the telephone department when interacting with existing and potential customers verbally and non-verbally to identify areas of improvement in an effort to improve overall quality of customer's experience.
Responsibilities
- Monitor inbound and outbound calls and emails for compliance, process improvements and accuracy and make recommendations for correcting
- Lead calibrations with Clients and Operations to analyze problems and optimize processes
- Use customer service expertise to assess existing practices and procedures for process improvement opportunities
- Notify respective Operations and Trainers of any persistent problems associated with individual performance or procedures that require enhancement
- Prepare and analyze internal and external quality reports
- Provide coaching and feedback associated with performance as requested
- Perform other duties as assigned
FUNdamental Skills, Experience and Qualifications Required
- Minimum of 5 CSEC passes in Mathematics and English having a grade 1 or 2 or equivalent level
- Minimum of 6 months experience as QA in a call center environment; specifically, call monitoring and recording systems
- Excellent written and verbal communication skills
- Excellent problem analysis and problem-solving skills
- Strong organizational and multitasking skills
- Experience in coaching and training individuals or groups would be an asset
- Highly goal oriented and results driven to ensure meeting department goals
- Must be 18 years and older
- Must possess a valid Jamaican ID (Passport, National ID or Driver's License)
YOUR TIME...OUR TIME
- This is a full-time career.
- Flexibility is key as this roles operates days, nights, holidays and weekends.
- This position is most easily accessible for candidates in Montego Bay and surrounding areas.
Joining the itel family, you will experience ....
- Excellent supervisory support - to help both you and us achieve excellent results
- Opportunity for advancement -75% of our leaders, managers, and operational personnel started their careers in this entry level position
- Competitive Salary
- Health and Life Insurance
- Lunch benefits
- Free Transportation
- Free Wi-Fi
- Beautiful location, cafeteria onsite, Chill room, friendly staff
- A fun environment! We respect our employees and strive to make our environment exciting.
#FunBeginsHere
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