Quality Analyst - Belmopan (Phoenix Energy) 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.

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. 

Bilingual is a plus

Requirements:

Qualifications and Skills: 

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

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.

Reporting Structure:

Operations Manager

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