Training and Quality Analyst

“Do you have a strong attention to detail and a passion for quality?

Job Summary: The Quality Analyst is a dedicated team member whosesole responsibility is to conduct reviews and evaluates process adherence, end-user transactions, i.e. telephone calls, system entries, escalation handling,emails, social media, and web query responses for accuracy and conformance to process and quality standards. This person will review in detail all escalation cases to internal/client escalation teams, FDA or third party calls from hospital/doctor/police and determine if all process requirements were accurately documented and communicated.

The Quality Analyst reports results of evaluations to appropriate stakeholders on a weekly or monthly basis as required. Quality analyst will review new and disabled product release information and quality of data input into the system by MDM team before it is released to the floor.

Responsibilities:

· Attain knowledge of client values, brands,consumers, goals, policies and procedures and on-going process knowledgeincluding SOPs, systems and requirements/expectations for consumer

conversation handling.

· Achieve process and LOB productivity, accuracyrequirements including number of calls monitored per month, case reviews, MDMdata entry, Social Media handling and fulfillment completion per

agent/processposition (i.e. escalation, LOB, MDM, Fulfillment, training)

· Facilitate and/or participate in calibration and case sessions with agents, client, quality, training and leadership staff as required

· Facilitate remote call, case data, product dataentry and fulfillment case completion sessions as needed with client

· Provide effective agent/responsible person (s)coaching / mentoring to improve performance, handling and accuracy

· Maintain quality scoring forms and definitionsas required

· Provide recommendations to improve person (s)performance through changes in process flows, tools, case data collection, scripting,and training (formal or ad hoc huddle) etc.

· Participate in internal quality audits, clientand team meetings as needed.

· Demonstrate mastery and comprehension of client’s quality standards (understanding of client goals, process detailsend-to-end, client brands, consumer situational types, policies and

procedures,etc.)

· Maintain understanding of operation, SLAs, SOPs,process flow, reporting, all roles and responsibilities while processmonitoring

· Support management focus on review of key drivers, metrics and operational processes that drive balanced score card and account profitability goals

· Maintain close linkage to trainers to drive operational success

Qualifications:

· College degree preferred. Educational requirement may be substituted with equivalent industry-related business experience

· High School Diploma or GED required

· Minimum 5+ year experience in a call centercustomer service (consumer handling) environment with 3+ year experience in a Quality Assurance role

· Working knowledge of using and evaluating/auditprocess procedures, grammar of applicable customer contact system cases (orlike type systems i.e. KB, CRM, Reporting, email, surveys, SM tools, etc.)

· Ability to use client systems (creating toolprocess recommendations), monitoring tools and reporting software/applications

· Analytical and process improvement skills

· Effective feedback and coaching skills

· Excellent oral and written communications

· Strong interpersonal skills /Performance-oriented

· Sound organizational and team-building skills

· Ability to respond to changing environment

What we offer:
Concentrix provides our associates with:

• Career Pathing and Advancement Opportunities
  
• Competitive salary
  
• Monthly performance incentives
  
• Health insurance (Eligibility requirements must be met)

The Company:
Concentrix is a high-value global business services company. With more than 90,000 staff in 25 countries, we focus on customer engagement and all that supports it. We do so by partnering with clients to improve the customer experience and business outcomes. For information, recent news, and to follow Concentrix on Twitter, Facebook, LinkedIn, Google+ and YouTube, visit www.concentrix.com.
Concentrix – A SYNNEX Corporation Company (NYSE: SNX) is an Equal Employment Opportunity employer M/F/D/V and is committed to the Quality Policy