About the Company:

The primary purpose of this position is to identify, analyse and enhance competencies of associates and ensure delivery of service level quality metrics per our customer agreement in alliance with Firstsource’s core values.

About the Role:

This person would be responsible for performing a variety of tasks including but not limited to auditing, creating & reviewing quality reports, trending and analysing audit/feedback results and being the point of contact for questions and client communications. The individual serves as an expert resource for the organization on processing knowledge for the assigned unit and associated quality measures.

Responsibilities:

• Constant analysis of quality metrics at an individual, team and organizational level.
• Provide timely quality follow through in the form of audits, side by sides, kick-start meetings and development sessions.
• Develop and maintain a repository of internal monitoring results & feedback to identify trends and target improvements.
• Ensure communication with other Quality Analysts exists while passing new information to team members & support the team in developing/maintaining new training material and initiatives geared towards quality improvement.
• Stay abreast of the new trends and tools in employee development.
• Support the Service Quality unit by identifying new initiatives to include expanding the quality program scope and maintenance of processing models, guidelines and scoring methodologies.
• Performs other work-related duties as assigned.

Qualifications:

Education, Experience and/or Training:

• College degree or relevant experience in education, communication or quality assurance preferred.
• Extensive knowledge in MS Office required.
• Contact Centre knowledge and experience is required

Required Skills:

Strong contact centre background and a dedication to quality & improvement.

Preferred Skills:

Proven quality results and an understanding of what constitutes a quality product/interaction. Ability to identify opportunities for improvement in our processes & struggles with our associates. Excellent oral, written and presentation skills; ability to deliver positive and negative feedback effectively to a variety of audiences with sensitivity and confidentiality. Organized and attentive to detail. Ability to effectively mentor associates remotely.

Pay range and compensation package:

Not specified

Equal Opportunity Statement:

Include a statement on commitment to diversity and inclusivity.

Please refer to job description.