Eastwood QC - Quality Assurance Analyst - BPO (Project Based)

WE ARE HIRING!!!!
Eastwood, QC - Quality Assurance Analyst - BPO | Project-Based
Responsibilities:
-Monitors all interactions and ensures accuracy of the same with on-time/immediate feedback to the floor
-Coordinates and facilitates call calibration/training sessions for call center staff
-Publishes quality trends, feedback and improvement / enhancement reports
-Conduct quality monitoring and coaching
-Deal tactfully and courteously with clients
-Produce Quality reports and dashboards such as TNI, Pareto etc.
-Drive process improvement and ensure process compliance
-Contribute to the development of the short and long term goals of the process
-Ensure quality, NPS and CSAT targets are met at all times
-Drive first call resolution and quality initiatives in the program
Skillset:
-Excellent oral, written and interpersonal communication skills.
-Exceptional listening and analytical skills.
-Intermediate level of knowledge in MS-Office.
-Works accurately and with an eye for details.
-Willing to work onsite in Eastwood QC for a shifting schedule.
-With At least 1 to 2 years Quality Assurance Analyst experience.