Quality Analyst - Ochi Rios in Ocho Rios at IBEX

Date Posted: 7/31/2020

Job Snapshot

Job Description

Responsible for proactively identifying agent level performance related opportunities by KPI up to and including customer experience drivers, sales conversion influencers, customer satisfaction levers, agent learning opportunities, and knowledge management improvement areas by evaluating a random sampling of calls (sales, service, etc.) and other customer contact methods (i.e. email; chat; fax; fulfillment; payments) for compliance to prescribed client project standards including but not limited to adherence to standards; accuracy, customer experience and contact handling efficiency through the support of at least one account of project within a portfolio account.

Job Requirements

Required:

• Previous front-line experience and successful completion of program specific training and Certification on the program (any LOB) being supported is required.

• Bachelor’s Degree in any field or at least completed 2 years in College with 2 years related experience in the BPO.

• Proficiency with computer applications including various software applications such as Microsoft Word and MS Excel.

• Minimum 1-2 years Call Center experience

• Working knowledge of applicable customer contact systems (phone, e-mail, and web).

• Broad understanding of client conformance measures

• Strong interpersonal communication skills

• Sound organizational skills

• Ability to respond positively to changing environment

• Effective oral and written communication skills

• Team-oriented and Self-motivated

• Performance-oriented and Results-oriented

• Must have excellent attendance record and exception performance History in the area of Quality Performance on previous program.

 

Applicant should have no escalation in the last 3 months or up until this posting is active.

 

 

Desired:

• Ability to use Call Recording Systems preferred

• Process Improvement knowledge/analytical skills preferred.

• Previous quality assessment experience preferred

• Understanding of Inbound/Outbound operations is desired.

• Familiarity with fundamental feedback and coaching skills is desired.

• Coaching experience and knowledge of adult learning techniques, preferred

• Prior knowledge of Program Strategy is strongly desired.