Job Description

Job Advert
Opportunity awaits a diligent, highly organised and motivated Quality Analyst to join our team on Permanent role. A critical eye for detail is essential in this role as well as analytical and problem solving skills. You should have an interest in content and people and should be able to work well under pressure. If you\xe2\x80\x99re a driven, positive and motivated individual, looking to join a well-established company who values their employees then look no further and make this moment count by applying today. What you\xe2\x80\x99ll be doing

• Calibrating evaluations, produce alignment measure and insight
• Providing direct feedback to evaluators to support improvement in alignment, agree SMART action plans, understand progress to plan and measure improvements
• Driving local quality calibration plan
• Conducting site calibration to ensure consistency across the business
• Supporting calibration accreditation initiative
• Supporting academy accreditation
• Completing complaint investigation and transcript requests
• Capturing continuous improvement opportunities and close loop through effective coaching
• Producing actionable insight and recommendations

What you\xe2\x80\x99ll need

• Previous or current quality experience is required
• Should have worked on Calibration , Dip checks , RCA , Drive C-SAT.
• Should have worked on Either Nonvoice or Voice Line of Businees.
• Ability to deliver feedback and effective coaching at Team Manager and Operations Manager level.
• High level of attention to detail when calibrating evaluations.
• Experience of the quality framework( Quality tools) into Bpo operations or working in a quality assured environment
• Strong facilitation and coaching skills.
• Proven track record of achieving targets

Please note that the appointment will be made in line with the Company\xe2\x80\x99s EE Plan. Each Webhelper brings a different energy, passion, a unique set of skills and talents. This strand of our DNA sets us apart and is how we enrich customer experience and business solutions for our clients. Take this opportunity to join our collaborative team of game-changers today. We\xe2\x80\x99d love to get to know you better. After applying, you will be sent a link to complete a quick online chat. We don\xe2\x80\x99t want you to miss out on the opportunity so please check all of folders for the link after applying. Take this opportunity advance your career with our collaborative team of game-changers
Job Reference: IN01883