Quality Analyst (Bilingual) - Jobs in Moncton, NB

Job Description

Title: Bilingual QALocation: 720 Coverdale Rd, Riverview, NB (Door Number# 9)Full TimeWilling to work on 24/7 shifting schedule, rest days, holidays, weekends and extended hoursStart Date: Immediate Need.Language-French & EnglishRoles and Responsibilities:

• · Ability to work in 24*7 environment
• · Conduct daily/weekly Transaction Quality Audits
• · Provide meaningful feedback and reporting to agents, team leads and management to guide improvements in agent coaching/training, documentation, resolution model, etc.
• · Drive Quality and process improvement initiatives
• · Data Analysis – Strong Analytical skills with an ability to draw conclusions from data (Root Cause Analysis for process deviations)
• · Handle production activities – to answer Call / Chat / ticket volume spikes
• · Provide data insights to internal stakeholders
• · Flexibility and Availability for any ad-hoc business requirement
• · Ensure Confidentiality, Availability and Integrity of Data. Should have the ability to spearhead a process from scratch
• · Manage escalations
• · Ability to handle pressure and a natural go getter
• · Excellent hands on skills to get into the process deeply & ability to identify the gaps and suggest improvement plans to business
• · Should be able to handle client interaction (on calls or in person)
• · To be a part of the client calibration call to have better understanding of the process and for continuous improvement
• · Retain knowledge, and stay up to date with process changes
• · Good knowledge of handing voice call, chat & email writing skills

Key Deliverables (KRA/Measure):

• · Establish controls on Transaction Processing
• · Report and Publish Transaction Quality Metrics
• · Providing coaching and feedback on QA findings and further improvements
• · Adherence & record maintenance to TechMahindra QMS Requirements
• · Continuous Focus and Drive to meet and exceed SLAs
• · Carry out Quality Initiatives Should have the maturity/experience to manage skilled resources
• · Should have the required expertise and analytical skills to provide strategic process improvement inputs (Operational excellence)
• · Shows flexibility/ownership & works under pressure
• · Should be able to work towards enhancing customer experience and overall service delivery
• · Meeting internal stakeholders & client expectation and process metrics
• · Lead continuous improvement initiatives for the project

Applicant’s specifications & Qualification:

• ·Education Qualification Essential: High School Diploma or GED
• Minimum 2 years of experience performing Transaction monitoring audits and providing feedback
• · The candidate should have excellent problem-solving capabilities and lateral thinking skills
• · Knowledge of usage of MS tools-Intermediate level (Excel, word, PowerPoint)
• · Good Knowledge of QA Audit and Evaluation function
• · Coaching and objection handling skills
• · Good understanding of QA calibration
• · Ability to handle pressure and a natural go getter
• · Understanding of Tools such as Kaizen, 7 QC tools would be an added advantage

Technical Skills

• · Language English
• · Proficiency in MS Products (Excel, PPT and Word) along with other tools (Analytics, recording solutions etc.)
• · Preferred skills (not required)
• Ø Knowledge of SIX Sigma (Greenbelt or higher)

Job Types: Full-time, PermanentSalary: $45,000.00 per yearBenefits:

• Dental care
• Vision care

Schedule:

• 8 hour shift

Experience:

• quality assurance: 1 year (preferred)

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