Quality Analyst for a Telecom Account

Job Title = QA
Location - Melbourne
Salary - As per industry norms

QUALIFICATION & EXPERIENCE
- Education: Minimum Qualification - Bachelor’s degree, preferably management/business
- studies/communication
- Experience in Monitoring in a Quality team for at least 1 year preferably for customer facing process.
- Exposure of at least 2 years to service operations, preferably telecom.
- Understanding of Telecom, Collections and Service
- Willing to work in any shift
- Complete hands on with the products and processes of Quality Management.

ROLE AND RESPONSIBILITIES
The Quality Analyst is responsible for implementation and delivery of exceptional quality framework that supports consistent delivery of client metrics.
- Working closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality
- Assess sample work output from various teams for pre-defined audit monitoring as per evaluation criteria defined by business.
- Ascertain right coaching needs are identified by the operations team through their evaluations.
- Carry out calibration with stakeholders as per agreed process.
- Monitor chats & identify opportunities on Quality, CSAT, Sales and FCR metrics, agent performance and customer experience.
- Team feedback - Provide detailed feedback on calls/transactions audited along with appropriate documentation.
- Calibration - Facilitate calibration sessions with Client/TL’s/trainers to ensure consistency in measurement.
- Reports - Identify and report key trends identified via monitoring, make recommendations and communicate findings,
- Floor dip checks - Measurement of coaching/training effectiveness by conducting dip checks on the floor.
- TNI - Identify training requirements via monitoring, Proactive management of identifying trends, producing root cause analysis and providing solutions.
- Prepare reports by collecting, analyzing & summarizing information, Create and maintain an accurate quality database.
- Develop & implement standard quality methodology to include guidelines, policies and procedures
- Work with the business leaders and managers to identify gaps and implement plans to close and improve.
- Implement robust monitoring of internal QA and maintains an efficient performance management system.
- Review and present regular management information on quality measures and improvements.
- Work closely with Training team on training needs identified for colleagues and collaboratively implement plans to improve performances of bottom performers.
- Execute strong governance plans to communicate with the internal Customers, Stakeholders and Clients to gain information, feedback and approval.
- Demonstrate strong customer service ethic in the team through active communication, regular updates & meetings.
- Co-ordinate with other centers to share best practices, continuous improvement of modules, delivery and ensure adherence to best practices.
PERSONAL & PROFESSIONAL ATTRIBUTES
- Educated to Degree level
- Problem solving and investigative skills
- Self-motivated and dependable
- Good interpersonal skills
- Ability to work as part of a team
- Willing to work in US shifts / weekends & stretch when needed
- Ability to use excel
- Good oral and written communication
- Flexibility to work in rotational shifts
- Strong communicator, both in writing and spoken communications
- Proficient in Microsoft Office Tools: Excel, Access, Word, PowerPoint, Visio and statistical analysis tools.
- Understands quality principles and
- Ability to manage multiple tasks simultaneously.
- Must be a results-oriented change agent; a skilled facilitator adept to influence, negotiation and conflict resolution
- Strong team building skills across sites, functions, technical and organizational levels
- Enthusiasm for developing others
- The ability to come up with innovative ideas about a given topic or situation, or to develop creative ways to solve a problem.
- Flexible and embraces change. Is able to stretch to meet business demands
- Comfortable working with 6 days in a Fast-Paced Environment

Application Question(s):

- Are you willing to work in-person on site?
- How soon is your notice period?

**Education**:

- Bachelor Degree (preferred)

**Experience**:

- Monitoring in a Quality team customer facing process: 1 year (required)
- BPO service operations: 2 years (required)
- Telecom, Collections and Service: 1 year (preferred)
- Quality Analyst: 2 years (required)