Quality Analyst

One Park Financial

Santo Domingo
Permanente
Tiempo completo

Hace 7 días
Postúlese fácilmente

JOB PURPOSEMonitoring, track, document and analyze the quality of the work performed by the agents in the operations department. Making sure the development of agents through feedback and coaching processes. Assure internal and regulatory compliance guidelines are being met across the organization RESPONSIBILITIES/KEY RESULTSThe QA is a member of the QA & Compliance Department reporting directly to the QA & Compliance Supervisor. As a support department to the operations, the primary responsibility of such role is to ensure that each agent is working accordingly to the quality guidelines established and the compliance of the processes & procedures in the company.

Audit, track, document and analyze the quality of the work performed by the operations agents
Evaluate compliance with quality guidelines, processes and procedures established
Ensure adherence and accomplishment of all Quality Standards, as well as other regulatory requirements/guidelines
Provide QA supervisor with developmental feedback
Communicate and report to the QA Supervisor any trends arising within the operations agents
Participate in the daily, weekly, or monthly calibration sessions as needed
Assist other departments in quality and/or compliance related requests
Support QA & Compliance Supervisor with the department’s day to day operations

RequirementsQualifications & Experience

1 years experience within the call center industry
Preferably experience Quality Assurance area
Preferably experience in a leadership role
Preferably College/Technical degree
Basic Excel knowledge

Desired Skills

Self-starter with high energy
Enjoys working in a fast-paced environment
Exhibit positive teamwork attitude

Benefits

Private medical insurance plan
Growth Opportunities

One Park Financial