Quality Assurance Specialist

  • Orotina
  • 3m

Job Description : 3M is looking for passionate and driven Quality Assurance Analyst to provide support for the Medical Solutions Division team in the Global Service Center. In this role, you are expected to perform call monitoring and provide actionable insights. Through call monitoring, a QA Analyst will gather information to help improve agent performance. They will also be responsible to have an impact in Talent development and coaching practices of the operation.

Responsibilities will include, but not be limited to the following:

  • Conducting process audits by call monitoring, identifying gaps, providing feedback to agents according to the call flow, service expectations.
  • Identifying opportunities for training and coach Outbound Call Center Representatives through corrective and preventive measures.
  • Preparing best practice decks, formulating documentation, checklists in order to help the team improve.
  • Repairing, collecting, analyzing process performance data and share this with Operations to formulate plans to increase customer satisfaction.
  • Deploying designed processes within defined timelines, tracking, and measuring performance to ensure controls are suitably deployed.
  • Conducting calibration and feedback sessions and creating and implementing sampling plan,
  • Identifying process, engagement level risks by performing necessary audits.
  • Analyzing customer escalations and formulating improvement plans with corrective and preventive actions.
  • Reporting of key trends, performing deep dive analysis and collaborating with stakeholders to share critical insights for further action/ analysis.
  • Formulating action plans in order to reduce customer escalations and work in their deployment.
  • Identify root cause and areas of improvements in the process audited. Provides ideas for process improvements to enhance process efficiency, quality and customer experience.
  • Define measurable metrics to gauge progress against objective quality goals.
  • Reporting metrics and action plans to Call Center management.

Basic Qualifications:

  • University degree completed or currently in progress
  • Advanced English (oral and written)
  • 2+ years of experience working in call center/contact center in a quality assurance role or similar.
  • Demonstrated working knowledge with various QA methodologies and tools.
  • Meticulous attention to detail; ability to juggle many tasks in parallel without lowering the quality bar.
  • Excellent written and oral communication skills
  • Microsoft Excel expertise
  • Nice InContact knowledge

Preferred Qualifications:

  • Power BI and Tableau knowledge is a plus
  • Must be able to adapt easily to rapid change and work well independently and with teams
  • Demonstrated problem solving, aptitude and analytical skills

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