Quality & Reporting Analyst

Essential duties     •    Lead quality programs across operation units. •    Participates in design of call monitoring formats and quality standards. •    Performs call monitoring and provides trend data to operations management team. •    Uses quality monitoring data management system to compile and track performance at team and individual level. •    Participates in customer and client alignments to identify customer needs and expectations. •    Provides actionable data to various internal support groups as needed. •    Coordinates and facilitates call collaboration session for operation staff. •    Provides feedback to operation team leaders and managers. •    Prepares and analyses internal and external quality reports for the management staff review. •    Perform other duties as assigned. Qualifications     •    Bachelor’s Degree in Industrial Engineering, Business Management or any related field •    Preferably from BPO, or Shared Services company •    QMS / Audit certification is an asset but not a requirement •    Proven experience in a time critical analytical role (ability to meet strict deadlines) •    Strong data modelling, documentation skills and high standards or professionalism with what you do •    Ability to work independently and as part of a team •    Excellent communication skills (assertiveness/confidence)