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 KRA's 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 employee's I-9 to confirm work authorization.

It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. 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.