Quality Analyst

We are looking for talented people for the role of
Quality Analyst
Gdańsk
Summary

Cognizant is seeking a Quality Analyst with a strong quality audit experience in a customer service
environment for an existing client in Buenos Aires, Argentina.
The Quality Analyst role is performing quality sample checks based on agreed success criteria and reporting that to determine the process health check. QA observations result in determining gaps in agents understanding of processes, feed inputs to process and training teams and therein helps to determine the effectiveness of process from all dimensions.


Working hours: 2 shifts within 07:00 AM – 07:00 PM

Responsibilities
  • Categorization of errors and report them to management (Apply 80-20 principle and report the 20% (or Top 5) errors causing major number of defects
  • Work with the Supervisors on the RCA (Root cause Analysis) and prepare action plan to ensure continuous improvement in the Process Quality Score
  • Analyze the gaps in the process and work with the training team and continuously update the documentation with the potential pitfalls so that they can be covered during KT sessions
  • Report the audit findings, RCA’s and improvement plans to the management on a daily/weekly/monthly basis or as and when required
  • Audit and assess agent/associate’s performance based on certain pre-defined parameters/checklist on a random sample picked for audit in an unbiased manner
  • Evaluate/score each transaction and provide DPO (Defects per Opportunity) or DPU (Defects per Unit) score to the agent/associate
  • Periodic Feedback / Coaching to associates to improve quality
You have
  • BA/BS degree or equivalent experience
  • 4+ years of experience in Call Center/BPO (Inbound and Outbound), Non-Voice Process (Chat/Email/ Social Media Platform) and Customer/Client Communication
  • with minimum 2 years’ experience in role of Quality Analyst(feedback, coaching, data analysis)
  • Excellent communication both (English -Verbal & Written), project and time management, writing and presentation skills with the ability to confidently interact with senior management team.
  • Demonstrated customer service skills to be able to solve customer service issues—both technical and account related
  • Ability to be flexible and adaptable in responding to ad hoc, time-sensitive requests
  • Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision
We offer
  • Attractive salary and stable job offer- employment contract
  • Medical care with dentist for you and your family
  • Cafeteria benefits & multisport card
  • Recognition program
  • Opportunities to grow internal promotions in Poland & abroad!
  • Opportunities to develop co-financed training programs, free training platforms: UDEMY, Busuu
  • Opportunity to make a difference: volunteering programs
  • Great atmosphere
Prosimy o dopisanie klauzuli: Wyrażam zgodę na przetwarzanie moich danych osobowych zawartych w mojej ofercie pracy dla potrzeb niezbędnych do realizacji procesu rekrutacji (zgodnie z Ustawą z dnia 29.08.1997 r. o Ochronie Danych Osobowych; tekst jednolity Dz. U. z 2016 r. poz. 922 z późn. zm. ). Jednocześnie oświadczam, że zostałem/am poinformowany/a o dobrowolności podania danych osobowych oraz prawie dostępu do treści swoich danych i ich poprawiania.

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