Quality Compliance Analyst

What you'll be doing: Manage and facilitate the call recording retrieval and tracking process, the corrective action process. Manage the call quality issue identification and containment process. Execute root because analysis for service variation related to policy and procedure, training material and vendor compliance, which lead to inconsistent service delivery. Define and develop the procedure for the reporting and communication of quality gap data to call center performance, process manager, and supplier. Assist in the development and training of quality monitoring service team in key business area. Assist in new call center launches. Perform any kind of assigned task as required.

What your background should be: Three to five years of call center experience relating to specific job function as identified within key job element. Understanding of industry standard quality method and practice. Broad knowledge of call center business strategy and tactic. High analytical ability where problem are unusual difficult, conflicting and require multi-dimensional consequence analysis.

Who is the client company: This is an American temporary staffing agency that operates throughout the world.; If you are interested in this position, send your resume to apply@kochdavis.com