Quality Analyst/Trainer - Belmopan (Internals Only)

Transparent BPO is a leading provider of contact center BPO services. Through talent, process, and technology, we integrate with our client’s brands and culture to deliver a superior customer experience across all channels. We are looking for talented people who are committed to achieving excellence and who will help us to continue to be a world-class provider of outsourced contact center solutions for our clients.

​Job Overview (Dual Role)

 The Quality Assurance (QA) Analyst is responsible for all activities involving Quality Assurance and compliance. The QA will monitor and analyze all data and documentation to ensure products and processes are in accordance with the organization’s Quality Assurance program. 

Our Trainers are the new hire’s first exposure to the business, so our role is to set them up for success from Day 1.  We maximize agents’ effectiveness by ensuring they have thorough knowledge of the products and services they represent, and can effectively use selling skills, troubleshoot, resolve problems and provide positive customer experience to Transparent BPO’s existing and potential client base.

Qualifications and Skills

• Strong written and oral communication skills
• Be committed to punctuality and attendance 
• Ability to multi-task and work independently to complete tasks in a timely manner.
• Excellent organizational and prioritizing skills.
• Strong follow-up skills with attention to detail.
• Excellent customer service and positive interpersonal skills.
• The ability to work and collaborate with employees at all levels within different offices.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to work flexible hours with the possibility of working outside of contractual hours.
• Ability to give and receive feedback appropriately.
• Ability to maintain a high degree of confidentiality.
• Ability to stay cool and collected in emergency situations.
• Be proactive and able to work independently, with minimal supervision
• Understanding/use of Microsoft office for QA tool development (create excel trackers, PowerPoint presentation, action plans etc.)
• Able to meet productivity demands with a high degree of adaptability and flexibility in a fast paced, rapidly changing environment
• Experience at working both independently and in a team-oriented, collaborative environment is essential
• Is persuasive, encouraging, and motivational when giving feedback to others

DUTIES AND RESPONSIBILITIES:

QA Responsibilities and Duties:

• Monitor, report, and adhere to the Quality Assurance for the program you support.
• Independently retrieve, review, and analyze call recordings and data to ensure compliance of internal policies& client needs.
• Ensure timelines and daily goals are met.
• Document findings using internal and systems and Microsoft Office applications (excel) using QA established processes.
• Communicate findings to Team Lead and others including Call Center Operations Team if necessary
• Provide written documentation and /or verbally support and communicate any concerns, exceptions, or areas of opportunity identified.
• Identify trends and knowledge gaps; provide recommendations and solutions to drive performance
• Lead calibration meetings and provide coaching and feedback where applicable.
• Partner with the Ops Team to ensure that performance goals are met and compliance guidelines are adhered to via approved evaluation score card and coaching sessions.
• Document and follow up after all coaching sessions to ensure that Team is achieving the goal.
• Work with Operations to support any agents who needs to be place on Performance Improvement Plan for dedicated assistance.

Trainer Job Duties:

• Plans, conducts, coordinates and implements a comprehensive training program for staff. Training components will be geared toward new hires, existing staff and individuals who seek one-on-one assistance.
• Prepares new representatives by conducting orientation to sales and service processes, providing resources and assistance, and scheduling orientation and ongoing training.
• Determines training needs by observing agents in action, listening to calls and reviewing results, in order to provide targeted skills training.
• Improves training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions.
• Ensures that all required course content is completed, and results tracked, to facilitate completion of agents learning tracks and to receive program and skills badges
• Engages in all sales- and service-related tasks, including but not limited to process improvement, group and individual call observation, quality calibration and mentoring activities.
• Performs all other duties as required.

Evaluating Performance

The Trainer/ Quality Analyst is evaluated regularly to ensure this position is positively impacting the lives of our employees by ensuring the QA/ Training process is fair and consistent.  This position will be measured on their ability to uphold not only the program QA/ Trainer standards and guidelines but also TBPO core values.