QAP - MUM

Quality Analyst- Operations

Roles and Responsibilities:

Responsible for calibrating and supporting quality standards.

Participates in joint call (contact) monitoring with client, client services team and call center team.
Ensure that client quality and corporate customer satisfaction goals are met or addressed in a timely manner.
Analyze customer satisfaction and dissatisfaction data; recommend solutions to address root cause.
Monitor quality and accuracy attributes; recommend solutions to address root cause. 
Assist in customization of quality review guidelines per client specification and creation of plans to achieve quality/customer satisfaction goals. 
Provide recommendations on improving the quality process to achieve goals and objectives.
Develop a strong partnership with Client quality contacts to ensure quality goals and objectives are calibrated.
Coordinate efforts with Educational Services to ensure that appropriate training and development is in place to address client quality initiatives.  
Monitor COPC requirements for the site.

Education (if beyond High School or equivalent):  Minimum Graduate(Any Bachelor’s Degree Holder would be eligible). 

Experience Target (in this job or a related function/field): One or more years’ experience demonstrating knowledge of call center operations, goals and processes.
 
Skills:  (identify essential skills required, and identify additional skills that enable success in performing this job)
Basic PC skills.  Strong customer service and interpersonal skills.  Good verbal and written communication skills.  Research, analytical and problem-solving skills.

Knowledge/Abilities: (describe type and level of knowledge or ability needed to perform essential job functions and those that enable success in performing this job)
Knowledge and effective use of quality management processes and tools.  Ability to work well independently or within a team.