Quality Analyst - BPO Operations (Portuguese)

We are currently looking for a Quality Analyst for our project.

Roles and Responsibilities

• Monitors all interactions and ensures accuracy of the output
• Coordinates and facilitates call calibration/training sessions for vendor QA partners
• Trains and certifies new IQA/VQAs
• Publishes quality trends, feedback and improvement/enhancement reports
• Deals tactfully and courteously with clients
• Produces Quality reports and dashboards such as TNI, Pareto, etc.
• Drives process improvement and ensures process compliance
• Contributes to the development of the short and long term goals of the process
• Ensures quality/RCA alignment, and CSAT targets are met at all times (Vendor QA results)
• Drives first call resolution and quality initiatives in the program

Skills Requirements & Qualifications

• Portuguese Native
• Excellent oral, written and interpersonal communicat...