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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French Quality Senior Associate - BPO

Roles and responsibility

Preferred Skillset

Requirements

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