Description / Requirements

Construct searches and reports designed for automated analysis and topic identification in recorded

conversations from a contact centre environment.

• Make recommendations and define strategies that solve critical business problems, through both

established industry best practices and creative innovations.

• Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified

project objectives.

• Package, deliver, and at times present key findings and briefings.

• Conduct random evaluations to identify areas of improvement as necessary.

• Conduct regular spot checks of the QAs’ audits and work on their development accordingly.

• Identify training needs by working with operations team and QA.

• Possibly lead business reviews from a Quality perspective.

Degree in any discipline

• Minimum 2 year of Quality Analyst experience.

• At least a TQA for 1 year; Proficient data analytics skills, exposure to people development and

management

• Fast learner who requires minimal supervision

• Minimum bi-lingual proficiency, tri-lingual and above is preferred.

• Experience in preparing and presenting written project status reports and executive briefings.

• Phenomenal communication, presentation, and public speaking skills

• Organizational and time management abilities

• Critical thinking, analytical and decision-making abilities

• People management