French Quality Senior Associate - BPO

 

Recruiter:

ABC Worldwide

Job Ref:

CPT001226/CB

Date posted:

Wednesday, October 6, 2021

Location:

Johannesburg, South Africa


SUMMARY:
French Quality Senior Associate - BPO

POSITION INFO:

Senior Associate Quality is responsible for transactional quality monitoring and quality improvement based on the company’s Quality Management Framework

Roles and responsibility

  • Perform quality audits and evaluations
  • Provide Feedback and coaching to improve customer experience
  • Participate in team huddles to discuss Quality Scores and opportunity areas
  • Provide process updates as per requirement
  • Participate in internal/external calibration sessions
  • Handle transactions to stay in sync with Operation
  • Publish quality trends, feedback and improvement /enhancement reports
  • Produce Quality reports and dashboards such as TNI, Pareto etc.
  • Ensure compliance and conduct, drive customer experience improvement
  • Contribute to the development of short- and long-term goals of the process
  • Ensure quality and CSAT targets are always met

Preferred Skillset

  • Exceptional listening and analytical skills
  • Excellent oral, written and interpersonal communication skills
  • Intermediate level of knowledge in MS-Office
  • Work accurately and with an eye for details

Requirements

  • 2+ years of experience as a Quality Analyst
  • A Bachelor''s/College Degree any field is an advantage


 

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