Sr. Service Quality Analyst

Department:

Capability Development, Service Quality

Location:

Global

Job Purpose

The Quality Senior Analyst is responsible for the supervision, training, development, and proficiency of CARE Analysts to ensure all Service Quality requirements are met/exceeded; and the overall interaction performance of CARE operations for a particular site(s) in alignment to the global interaction standards.

The Quality Senior Analyst will be the primary contact support of frontline CARE Specialists on Vista products, services, studio, and other websites related issues, by performing validations and review of work documents and process review, monitoring, and similar activities to ensure set quality standards are met.

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Job Description

Roles and Responsibilities

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Include explanatory phrases which tell why, how, where, or how often the tasks and duties are performed.
Focus on the outcome of tasks.
Reference areas of decision-making, where one will influence or impact.
Identify areas of direct or indirect accountabilities.
Describe the level and type of budgetary or financial responsibilities.
Describe the nature of contact, the people contacted, and the extent to which the incumbent will interact with others within and outside of the organization.
List job duties that reflect the position requirements and ensure they are not based upon the capabilities of any one individual.

If applicable, also address the type of supervisory responsibility that is expected from this role. Detail the extent of the job’s authority to hire, discipline, terminate, assign work, train, and evaluate the performance of subordinates. This can be either a separate job duty or noted in other job duties as appropriate.

Preferred Skills and Qualifications

Demonstrates a “customer obsessed” approach to work and demonstrates a positive “nothing is impossible” attitude
Bachelor's Degree, or equivalent preferred or equivalent work-related experience
At least five - ten (10) years’ experience working in a BPO/TPO/ICT environment
Demonstrated ability to multi-task and prioritize workload requirements
A truly customer-centric mindset and the unreserved desire to inspire customer loyalty and to deliver service excellence
Demonstrates strong EQ/EI to handle difficult situations, problem-solve and find creative resolution
Proven ability to work independently and deliver results within defined timeframes
Experience with training and/or coaching is a must
Knowledge and experience in analysis preferred
Solid experience using a myriad of tools: Internet browsers, MS Office, CRM, ERPs, social and mobility platforms etc.
Quality platform usage experience preferred (but not mandatory)
Must have minimum typing speed = >30 words per minute
Data entry and proofreading skills required
Can listen to and understand customer needs
Focus on critical work details, proofread material quickly and accurately and complete tasks efficiently and effectively
Excellent verbal, written, listening, attention to detail, and interpersonal skills.
Must be able to interact effectively with all levels of employees and departments.
Must have outstanding English and business discourse - both oral and written
Must be able to objectively measure and document intercultural customer interactions and identify any customer satisfaction issues with language/cultural or other issues
Ability to articulate, interact and understand customer needs and expectations
Ability and/or experience in handling and maintaining confidential information
Ability to quickly adapt in a dynamic and fast-paced environment
Demonstrate high degree of integrity
Able to concentrate on tasks on a consistent basis and maintain operational rigor
Able to apply concepts based on law, contracts, company policy, and/or procedure
Able to input data to personal computers and review stored data
Able to perceive and distinguish emotions in telephone conversations or written dialogue