Sr. Associate Quality Analyst
Full-time
Bravissimo Resourcing Inc.
Sr. Associate Quality Analyst
The project is related to Human Resources Software, Workforce Management Software, Human Capital Management Software, Time and Payroll Software, AI for HR, and Workforce Trends.
Qualifications:
- Bachelor's Degree
- Must: Human Capital Management Experience
Key Responsibilities:
- Monitor all interactions (calls, emails, Salesforce logs, Excel sheets) and ensure accuracy with timely feedback to the floor.
- Coordinate and facilitate call calibration and training sessions for call center staff.
- Publish quality trends, feedback, and improvement/enhancement reports
- Conduct quality monitoring and coaching sessions.
- Deal tactfully and courteously with clients.
- Produce quality reports and dashboards such as TNI and Pareto analysis.
- Drive process improvement and ensure process compliance.
- Contribute to the development of short- and long-term process goals.
- Ensure quality and CSAT targets are consistently met.
- Drive first-call resolution and quality initiatives within the program.
Vacancy posted 14 hours ago
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