Quality Analyst

• Essential Duties & Responsibilities: Delivers required number of QA monitors on a timely manner; Generates and trends weekly/monthly QE related reports
• Performs side-by-side sessions and provide real-time feedback
• Participates on team meetings/huddles to share Quality and behavioral tagging trends

Participates in QA Calibration and maintain 2.5% variance or lower. Works closely with the line leadership; Develops and delivers action plans to TLs and Global Agents. Skilled in pinpointing root cause/s for performance variance; Keeps abreast of operational changes; Upholds the ability to lead by successfully implementing new process; Upholds corporate values and expected behavior. Willing to support call volume when needed. Adheres to the schedule set by the QA SDL / QA Supervisor. Responsible for identifying and collecting best practices and share then with all QAWorks closely with the QA SDL / QA Supervisor to execute key QA initiatives or special projects, etc. Requirements: Must have at least 1 year experience as Quality Analyst

Must be amenable to work onsite in VXI Clark