The Quality Management Advisor is primarily responsible for the delivery of transaction monitoring support and measurement of quality of work delivered, in whatever channel the business manages its interactions or as defined by Quality Evaluation Requirements and Processes. The individual reports to the Quality Team Lead supporting a particular or multiple business units. Specific and detailed functions of the role mentioned include but is not limited to those listed below. The duties noted herein may change to ensure conformance with the given situation and/or Company and Client Expectations.
Responsibilities
- Conducts Quality Monitoring or Evaluation of Transactions handled through Call, Email, Chat, and any other Channel utilized by the business assigned to through the use of available QA Tools/Platforms that includes, but is not limited to the following: (NICE, Manual QA Tools, etc.)
- Responsible for evaluating quality of performance or accuracy measurement based on a set of attributes outlined in a quality form that is defined by either the Organization or Client, or the collaboration of both.
- Facilitate, Scores, Attends and Participates in regular Internal or External Calibration Sessions and may also be called upon to choose transactions that will serve as samples for review and alignment purposes.
- Maintain Accuracy of Evaluations through regular involvement in different learning opportunities specific to Product/Process Changes and Updates of the business unit/s supported.
- Provides Support and Participation on Call Listening Sessions, Collaboration Calls, Quality Management Sync Meetings, and all other meetings geared towards alignment of understanding. As identified and directed by Management with possibility of having to prepare topics, samples for review.
- Acts as a Layer of Support on Dissemination of Product/Process Updates thru Training Collaboration.
- Participates and contributes to company projects and developmental meetings.
- Develops and/or Maintains Quality Reports and Summaries categorized in levels and meant to summarize performance output - Daily, Weekly, Monthly, Quarterly or Annually Reporting, as required.
- Assists in the development of Tracking Mechanisms and Reporting through Collaboration with other Quality Individuals/Teams and with guidance on targeted outcome of reports and analysis.
- May perform deep-dive analysis and analysis on Quality Performance Output, as needed.
- Properly Track and Report on Daily Utilization & Participate in Pre & Post Activity Tracking/Reporting.
- Perform the duties of a Trainer as identified needed in relation to the role being an equivalent SME.
- Provides direct Assistance in Training for Nesting and Pre-Operational Evaluation Requirements.
- Assists in developing and streamlining quality standards and operating procedures.
- Provides Written and Oral Feedback on Performance to Various Roles/Functions, as deemed necessary.
- May be called upon to execute regular monthly transactions in whatever channel or region identified, as defined by requirement to maintain the base form of knowledge on key customer related process.
- Timely Completion of Reporting Responsibilities with an agreed timeline between all parties involved.
- Maintain Good Knowledge on all Business Units supported, through different means of Coordination, Collaboration and Communication with the different stakeholders of the Business & Organization.
- Understand and adhere to all company and departmental-related policies and procedures.
- Efficiently and effectively delivers expectations noted herein and other duties as assigned.
Qualifications
- Preferably with a Bachelor's Degree / At least 2 years of College Education.
- At least 2 years in any Service Related Business within the BPO or Contact Center Industry.
- Experience in Quality Assurance, Reports, Analysis and Process Improvement of at least 1 year.
- Experience and Knowledge of QA Reporting Tools and Methodologies Beginner to Intermediate.
- Preferably with experience on application of QA Reporting to drive Operational Benefits & Improvements.
- Excellent Organizational, English Oral, Written and Comprehension (Reading & Auditory) Skills; may need to be fluent in a certain language (Oral, Written & Comprehension) as required by the business such as French, Spanish, Brazil Portuguese, etc.
- Strong Knowledge of Key Customer Related Processes and Techniques in the BPO Industry.
- Average Knowledge on the use of Microsoft Applications; Exposure to Reporting Techniques and Presentation Tools such as MS Excel, Power Point, etc. Good Presentation and Facilitation Skills.
- Confident in facing and communicating with clients and people holding key positions in the organization.
- Ability to handle multiple accounts or lines of business while delivering quality work.
- Must be service and detail oriented in relation to storing and managing data.
- Works well under pressure and has demonstrated ability to work well in a team environment.
- Pays close attention to deadlines; Prepares well and has good Time/Task Management Skills.
- Ability to handle various tasks simultaneously and independently under minimal supervision.
- Requires ability to exercise creative problem solving and analytical techniques.
- Good Interpersonal Skills with the ability to build good working relationships and ensure good working ethic is demonstrated at all times.
- No Attendance Issues or Active/Outstanding Corrective Actions.
- Willing to work on shifting schedules; as required by the Department Head / Organization.
- May be required to work in different/multiple sites, and/or work overtime as dictated by business needs and requirements.
