Quality Auditor

Summary

The Quality Analyst is responsible for implementation and delivery of exceptional quality framework that supports consistent delivery of client metrics.

Responsibilities

Work closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality

Assess sample work output from various teams for pre-defined audit monitoring as per evaluation criteria defined by business

Ascertain right coaching needs are identified by the operations team through their evaluations

Carry out calibration with stakeholders as per agreed process

Proactive management of identifying trends, producing root cause analysis and providing solutions

Develop & implement standard quality methodology to include guidelines, policies and procedures

Work with the business leaders and managers to identify gaps and implement plans to close and improve

Implement robust monitoring of internal QA and maintains an efficient performance management system

Review and present regular management information on quality measures and improvements

Meet KRAs as agreed and any that may get added due to business needs

Develop and maintain a log of the learning and ensure these are passed on to the training team to be implemented along with other best practices for all future training programs

Review and Drive Training Needs Analysis - Pre/post training assessment for new hires and cross trained resources. Identify & close training gaps across function

Work closely with Training team on training needs identified for colleagues and collaboratively implement plans to improve performances of bottom performers

Actively participate in progressive disciplinary process for employees not able to meet or maintain standards of excellence

Execute strong governance plans to communicate with the internal Customers, Stakeholders and Clients to gain information, feedback and approval

Demonstrate strong customer service ethic in the team through active communication, regular updates & meetings

Co-ordinate with other centers to share best practices, continuous improvement of modules, delivery and ensure adherence to best practices

REQUIREMENTS

High school education required. College degree preferred

Must be Spanish/English bilingual

Previous experience on the TruckStop call center team

Should have significant experience of coaching either face to face or in a virtual space

Should have worked with cross cultural team

Ability to work across the training cycle from training needs analysis, design, delivery and evaluation

Client/ Customer Relationship Management experience

Strong communicator, both in writing and spoken communications

Keen interest in education sector

Target driven with a problem-solving approach

A knack for sales and positioning an idea

Articulate and confident standing up and delivering to large audiences

Demonstrated strong track record in driving continuous improvement in customer satisfaction

Proficient in Microsoft Office Tools

Understands quality principles

Ability to manage multiple tasks simultaneously

Must be a results-oriented change agent; a skilled facilitator adept to influence, negotiation and conflict resolution

Strong team building skills across sites, functions, technical and organizational levels

Successful track record in peer collaboration

Ability to coach and mentor others

Excellent ability to understand client business drivers and objectives

Highest standards of ethical behavior and positive contribution to the community, consistent with the values of the organization

Enthusiasm for developing others

The ability to come up with innovative ideas about a given topic or situation, or to develop creative ways to solve a problem

Flexible and embraces change. Is able to stretch to meet business demands

Firstsource is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.Firstsource participates in E-Verify and we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employees I-9 to confirm work authorization.

To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.