Sales Quality Assurance Analyst
• Perform quality and process adherence review of contractor’s agents providing support services to client’s customers and end users regarding their interactions with client’s customers and end users and work closely with client to update and implement changes to quality processes and criterias as these changes arise. This includes performing quality evaluations for each agent/ TL in accordance with SLAs
• Interpret and implement quality assurance standards
• Before each agent commences insuring and certifying that each agent (including TLs) is qualified based on minimum requirements guidance and/ or mock calls certification
• Track, measure and report metrics as per agreement with client
• Attend and lead calibration sessions
• Analyze data to identify trends, behaviors and areas of improvement through audits
• Keep track on the improvement of agents especially outliers
• Conduct calibration sessions and team huddles focused on quality
• Partner with Training to identify site/ agent opportunities and trend analysis to help determine training solutions to be done to address the areas for improvement
• To work closely with Operations to ensure that the agents are able to strategize along with the other departments to ensure that we are meeting the client and company targets
• Performance Improvement, Process Excellence and Continuous Improvement
• To the extent that the nature of the services requires supplier to process personal data (as defined by Agreement/s SOW or MSA) supplier warrants that any processing of such personal information will be carried out in compliance with each relevant provision of the data protection law applicable to supplier
• Problem area identification, suggestions to training to solve for it
Minimum Qualifications
• At least 1 year work experience in Sales or Quality Assurance
• Solid understanding of workflow, tools and sales
• Preferably 1-2 years Experienced Employees specializing in Customer Services or equivalent
• Open to work in changing schedule
• Team player with great attention to details and ability to drive impactful insights
Preferred Qualifications
• Exceptional interpersonal and motivational skills
• Knowledge of BPO voice and back office performance metrics
• Excellent computer skills, including but not limited to MS Office and G Suite. Salesforce knowledge is a plus
• Effective facilitation skills in client and staff meetings
• Effective decision-making skills
• Ability to speak and write English fluently and idiomatically
Dalian
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