To carry out tasks of quality assurance of the products developed by the sector.
Implement corrective and preventive action plans.
**What you'll do**:
- Meet quality KPI's for all supported functions
- Execute quality control procedures (audits) for supported programs in accordance to the SSC CR Q framework and guidelines
- Create and follow up coaching processes for Q low performers and follow up progress in conjunction with Team Lead
- Provide feedback in regular basis to supported agents
- Report quality results to QA Supervisors and Ops Staff in regular basis
- During Calibration sessions with the business owners, the QC analyst have to review that the calls been calibrated satisfied the Consumer's request and make sure that agents followed the procedures mentioned on the evaluation process
**What experience you need**:
- English proficiency (verbal and written), level B2 or C1
- At least 6 months previous experience as a Supervisor, SME, Backup supervisor or QA Analyst.
- At least 6 months experience in Billing process.
**What could set you apart**:
- Knowledge of coaching techniques, outbound calls and escalations techniques, communication skills, time management, customer centricity culture and process improvement
We offer comprehensive compensation and healthcare packages, on-site doctor, paramedics service 24/7, life insurance, gym facilities, collaborative work spaces, free transportation and parking, subsidized cafeteria, solidarity association and organizational growth potential through our online learning platform with guided career tracks.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.