About this role

Prepare weekly and monthly reports on the quality of Teammates’ performance;
Identify potential quality issues per a defined process and escalate ongoing quality issues to management;
Verify implemented solutions or fixes to ongoing quality issues;
Hold regular calibration sessions with your assigned teams, which include conducting side-by-side task monitoring and feedback sessions with Teammates and Team Leaders;
Attend weekly business reviews with assigned campaign Team Leaders, Operations Managers, and clients.

Knowledge of customer service practices within and/or beyond the BPO space.
Support on any financial accounts is a plus
Ability to identify patterns or connections between situations, issues, or problems that may not be explicitly related.
Aptitude in expressing ideas and presenting analysis, findings, and recommendations through clear and effective written and verbal communications.
Capacity to learn more about business, economics, or other relevant subjects under study through various research methodologies.
Background in conducting research and analytics, backed by advanced computer proficiency.
Experience in mediation and conflict resolution techniques.

Quality Analyst – Fintech Account

Key skills