CARE Quality Analyst
Department:
Capability Development / Service Quality
Location:
Global
Job Purpose
The Quality Analyst is responsible for monitoring frontline Specialist customer interactions against Vistaprint specified policies and procedures as stated in the company's quality guidelines. In addition, the Quality Analyst is responsible for creating evaluations and providing feedback and communication to the site Team Leaders and Managers. The feedback will enhance the professional growth and development of front-line Specialists and enhance the overall quality of experience provided to customers by our Specialist.
The Quality Analyst will also be responsible for participating in calibrations and suggesting improvements at the Specialist and project level through evaluations and reports to ensure Vistaprint global standards are maintained and/or exceeded.
Organizational Chart
Meet the Expert
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Job Description
Roles and Responsibilities
Critically and objectively assesses performance for what is going well and what needs to improve.
Identifies and reports on good practices that contribute to business success.
Supports and maintains all communication to sites as requested.
Actively works towards consistency of evaluations to achieve minimum calibration gap.
Document incidents and their solutions/workarounds for future references
Performs accurate diagnosis of escalated digital and non-digital issues and fix them at the first contact.
Identify trending and analysis of areas improvement leading to improved process and/or customer experience.
Provides feedback to CARE Design operations and ensure that designers are consistently updated on new issues, resolution progress and workaround.
Actively demonstrates and propagates alignment to the Vista Behaviors.
Actively participates in departmental goals and ensures implementation of processes.
Provides monitoring and support to CARE Operations flight planning and execution.
Acts as a Subject matter Expert (SME) on various customer service-related issues (digital and non-digital).
Tasks and activities
Monitors assigned designer customer interactions (design, voice, screen, email, chat, back-office) to ensure adherence to Vistaprint standards.
Accurately inputs evaluation information into monitoring software and thoroughly documents all comments.
Meets all goals for number of evaluations per designer, or evaluations to be completed daily.
Analyzes data gathered from Level AI and linking them to other data sources.
Creates global and regional dashboards for Operations.
Attends daily or weekly briefings for delivery /procedural/product/service training.
Attends and/or facilitates all calibration sessions - internal, site, and standard setting sessions (intra-site)
Attend all scheduled training, work from floor, team meetings and events as required.
Provides clear and concise feedback in documentation to ensure clear understanding
Coaches and educates junior and middle management on the quality process, policies and standards
Assists operations in assessments to verify what is CTQ to ensure compliance with the requirements of the process according to standards.
Provide operations feedback on affected designers and give Assistance/Guidance to reduce /eradicate process gaps and other opportunities
Maintains adequate time per month in the designer role (for CDO assignments)
Creates Specialist/project reports on trends and observations.
Preferred Skills and Qualifications
Essential Qualifications:
Bachelor's degree or equivalent work experience in a relevant field. (e.g. Quality Assurance, Information Technology)
Minimum 2-3 years of experience in a BPO/TPO/ICT environment.
Proven ability to work independently, manage time effectively, and deliver results.
Strong analytical and problem-solving skills.
Excellent communication skills in written and spoken English.
Customer-centric focus with a commitment to quality and service excellence.
Proficiency in using MS Office Suite, Internet browsers, and CRM systems.
Meticulous attention to detail and ability to proofread accurately.
Ability to interact effectively with a diverse team and clientele.
Ability to handle confidential information.
Adaptability and ability to work effectively in a fast-paced environment.
Strong integrity and commitment to continuous improvement.
Preferred Qualifications:
Experience with design consultation (for CDO assignments).
Experience with training and/or coaching.
Knowledge of Adobe Creative Suite (AI, Photoshop).
Proficiency in French.
Ability to objectively measure and document intercultural interactions.
