Quality & Reporting Analyst

Essential duties    

•    Lead quality programs across operation units.
•    Participates in design of call monitoring formats and quality standards.
•    Performs call monitoring and provides trend data to operations management team.
•    Uses quality monitoring data management system to compile and track performance at team and individual level.
•    Participates in customer and client alignments to identify customer needs and expectations.
•    Provides actionable data to various internal support groups as needed.
•    Coordinates and facilitates call collaboration session for operation staff.
•    Provides feedback to operation team leaders and managers.
•    Prepares and analyses internal and external quality reports for the management staff review.
•    Perform other duties as assigned.

Qualifications    

•    Bachelor’s Degree in Industrial Engineering, Business Management or any related field
•    Preferably from BPO, or Shared Services company
•    QMS / Audit certification is an asset but not a requirement
•    Proven experience in a time critical analytical role (ability to meet strict deadlines)
•    Strong data modelling, documentation skills and high standards or professionalism with what you do
•    Ability to work independently and as part of a team
•    Excellent communication skills (assertiveness/confidence)