Sr. Assoc-Quality Analyst
Core
Oversee and manage performance and service quality to guarantee customer satisfaction through transaction evaluation and calibration sessions.
Role type
Senior Quality Analyst (Service Operations)
Builds
Service quality assurance processes and client satisfaction metrics
Domain
Business Process Outsourcing (BPO) / Customer Service
Deliverable
dashboards & analysis
Required skills
Transaction evaluation, calibration session management, data analysis, trend identification, strategic reporting, MS Office proficiency
Preferred skills
Process transformation experience, proactive relationship building, strong analytical skills, clear verbal and written communication
Responsibilities
Complete assigned transaction evaluations, attend internal and external calibration sessions, establish communication with clients and team members, produce data reports and analysis for management
Seniority
Senior, hands-on IC