Quality Assurance Analyst

The QA is expected to utilize tools and resources available in order to maintain the quality and customer satisfaction goals established by the Client.

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 Assurance 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.

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.
• Perform other duties as assigned.

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
• Prior face-to-face sales/telesales would be 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.