: Customer Support Quality Analyst/SME
KEY ROLES:
Review, assess, and report compliance on process / procedure requirements.
Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with operations team to improve quality performance
Conducts calibration with client counterparts and operating teams to ensure quality measure is aligned and understood.
Works with Quality Manager on change management process, tools enhancements, and work flow amendments.
Provide expertise and insight into complex areas of process workflows
Act as subject matter expert on Tier 1 workflow policies and procedures
Bring innovation ideas and help create work process standardization
May create new solutions, leveraging and, where needed, adapting existing methods and procedures.
Requirements: SKILLS EXPECTATION
Quality Assurance – Advanced
Communication Skills – Intermediate
Reporting and Analytics – Intermediate
Issue Management – Intermediate
Training and Performance Support - Beginner
Fluency in English
Minimum C1 in French, German, Spanish or Portuguese
Offer: