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Quality Analyst (QA) - Montego Bay, Jamaica
Location:
Montego Bay
Description:
Contax360 BPO Solutions Inc , a leading provider of global contact center solutions and a dynamic, focused and upwardly mobile organization; seeks qualified and professional individuals to join our team. Now hiring for our Montego Bay, Jamaica Office: Quality Analyst Job Summary: The Quality Analyst (QA) is responsible for assessing the quality of the performance of our call center agents who deal with our existing and potential customers. The QA will monitor inbound and outbound call responses to assess agents’ demeanor, accuracy, performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements. Flexibility to work from the office & work any shift within a 24 hour period including on the weekend is required. Specific Duties: Performs call monitoring and provides trend data to site management team. Uses quality monitoring data management system to compile and track performance at team and individual level. Participates in customer and client listening programs to identify customer needs and expectations. Provides actionable data to various internal support groups as needed. Coordinates and facilitates call calibration sessions for call center staff. Provides feedback to call center team leaders and managers. Prepares and analyzes internal and external quality reports for management staff review. Assists the supervisor with the preparation and administering of training sessions. Required Qualifications : Minimum of 5CXC’s (including English Language and Mathematics) along with relevant experience. Post secondary degree preferred. Required Experience : Minimum 2-3 years knowledge and experience particularly in a Call Center environment as a QA or Supervisor Customer Service knowledge and experience is an asset Required Competencies : Strong mentoring and relationship building skills with the ability to effectively manage group and interpersonal conflict situations. Proficiency in the use of computer software applications including Microsoft Word, Excel and PowerPoint. Excellent teamwork and interpersonal skills. Strong analytical and problem solving skills. Ability to work under pressure and without constant supervision. Excellent oral and written communication skills Ability to work on own initiative. Ability at planning and coordinating activities. Ability to demonstrate tact, confidentiality and professionalism in the execution of duties. All applicants should be 18 years or older and must have a valid Government issued photo ID, TRN & NIS. Successful candidates must be able to furnish a clean police record and pass an employment background check prior to starting. Only short-listed applicants will be contacted. Please read carefully before signing. Contax360 BPO Solutions is an equal opportunity employer. Contax360 BPO Solutions does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.I understand that neither the completion of this application nor any other part of my consideration for employment establishes any obligation for Contax360 BPO Solutions to hire me. If I am hired, I understand that either Contax360 BPO Solutions or I can terminate my employment at any time and for any reason, with or without cause and without prior notice. I understand that no representative of Contax360 BPO Solutions has the authority to make any assurance to the contrary.I attest with my signature below that I have given to Contax360 BPO Solutions true and complete information on this application. No requested information has been concealed. I authorize Contax360 BPO Solutions to contact references provided for employment reference checks. If any information I have provided is untrue, or if I have concealed material information, I understand that this will constitute cause for the denial of employment or immediate dismissal. I understand that if I am not hired within 30 days of this application, it will be null and void and will need to reapply. ELECTRONIC SIGNATURE NOTICE AND CONSENT This notice is intended to provide you with important information required by the Electronic Signatures in Global and National Commerce Act (E‐Sign Act).Consent: By entering your name, you consent to submit your employment application and all related forms, documents and information electronically. You further consent to conduct any matters related to the recruiting, application, background check and/or onboarding process electronically. Typing your name in the textbox under or on a form, entering your login password, and clicking on "Submit", will constitute your electronic signature.Right to Withdraw Your Consent: You have the right to withdraw your consent to receive disclosures and submit information electronically. If you choose to withdraw your consent, the application process will be terminated. You may withdraw your consent by contacting the Company, and typing in "Withdraw" in the textboxes for the Certification and Background Disclosure pages.Paper Copies of Electronic Records: If you wish to obtain a copy of your application, you may proceed with printing.Updating contact information: It is your responsibility to update the Company regarding any changes to your e‐mail address or other contact information.Powered by JazzHR
Company:
Contax360 BPO Solutions
Posted:
May 4 on The Resumator
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