Job Description

Assess the quality of analysts on the project
Meet volume and quality targets for all quality assurance audits
Develop and maintain knowledge of client and their business needs processes
Develop and maintain an understanding of client Service Level Agreements and department s key performance requirements
Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in on the job and classroom trainings
Take accountability for effectively handling escalations
Identify root causes for business related issues and recommend solutions to improve overall client satisfaction
Assist with monitoring and tracking incidents to ensure timely resolution
Deliver individual and group feedback, provide coaching sessions, motivating and encouraging analysts to improve performance

Qualifications

Required Skills & Experience

Fluent in English (reading, writing, speaking)
Able to work as night shift, 5 days/ week
Bachelor's degree
Previous experience evaluating quality preferred
Proven commitment to quality in work
Strong attention to detail
Ability to explain information and concepts clearly and succinctly for others to easily understand
Ability to read and interpret policy process maps accurately
Proactive nature, with a strong work ethic and eagerness to take initiative and go the extra mile
Resourcefulness, critical creative thinking, and problem solving skills
Flexibility and adaptability e.g. learning new processes, policy changes
Demonstrated ability to work as part of a team, adding a positive attitude and business focus
Ability to effectively manage time and work in a fast paced, deadline driven environment
Fluency in social media platforms
Proficiency with Microsoft Office, particularly Excel e.g. Pivot Table, VLOOKUP, Macros