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Reporting to the Quality Assurance Supervisor, the Quality Analyst will be responsible for analyzing the levels of quality of work in the different Samasource work streams, measuring compliance against set standards and recommending actions to be taken to improve quality based on assessment findings.
Responsibilities
- Analyzing agents’ work output against guidelines/standards and providing feedback
- Identifying agents’ strengths and Weaknesses
- Providing feedback to Team Leaders on identified areas that individual members of the team need to improve on for coaching.
- Compiling and sending daily, weekly and monthly quality reports and send to the Quality Analyst Supervisor and other relevant stakeholders.
- Collaborating with Operations to ensure that best standards are revised and updated where need be.
- Providing feedback and recommendations on recurring and widespread gaps that should be addressed through training/refresher trainings.
- Maintaining an up-to-date record of individual agents’ quality performance for use in performance reviews
Qualifications
- Minimum of a Diploma in a business related field.
Skills
- Great attention to detail and feedback skills.
- Excellent communication skills in English (reading, writing and speaking).
- Planning and organizing skills
- Reporting and analysis skills
- Strong interpersonal skills.
- Conflict prevention and resolution skills
- Fully computer literate on MS programs essential
Experience
- Six months’ work experience in a contact center environment.
- Experience in both data and voice accounts advantageous
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