Requirements:

• High School Diploma
• B2 English level
• 2 - 4 Years of Experience as Quality Analyst
• Professionalism and ability to build relationships.
• Strong attention to detail.
• Self-starter, sense of urgency, and works well under pressure.
• Demonstrated ability to multitask, prioritize, and meet timelines on deliverables.
• Proficient in Microsoft Office.
• Strong communication skills, both written and verbal.

Key Responsibilities:

• Evaluate adherence to and efficiency of key customer-related quality processes that support the organization's ability to achieve business results and client satisfaction for multiple accounts within a single region
• Initiate quality process changes to achieve desired business goals, client, and customer satisfaction for multiple accounts within a single region
• Participate in call monitoring sessions and support root cause analysis to achieve desired business goals, client, and customer satisfaction for multiple accounts within a single region
• Analyze results and trends on all quality metrics across multiple accounts; facilitate and lead performance improvement teams for multiple accounts within a single region
• Provide feedback to Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) on program-level Quality results/trends across the region
• Recommends and initiates organizational change, as appropriate for multiple accounts within a single region
• Support management focus on review of key drivers, metrics, and operational processes in partnership with the primary Quality Manager
• Maintain Quality governance activities, including but not limited to process documentation/standardization, staff onboarding standards, establishing career paths, reporting standards, etc., for multiple accounts within a single region
• Maintain the integrity of Quality data reporting, including input process, validation checks, and output alignment across their respective region