What You'll Do- Perform audits or investigations and make recommendations to relevant partners using guidelines
- Complete data and root cause analysis and provide corrective and preventive action items
- Present findings to collaborators at an audit level or in calibration meetings
- Identify and share trends, insights, defects, and areas of improvements to share with stakeholders
- Participate in quality discussions to share best practices with partners, agents, and stakeholders
- Provide subject matter knowledge to teammates
- Follow procedures and process paths to complete key tasks
- Surface defects from audits and work in close association with business partners to improve them
- Lead calibration / alignment sessions of the audits with key stakeholders as well as present findings to the business
- Monitor quality specialist trends metrics and work on metric improvement projects for BPO or COE
- Identify and promote continuous improvement opportunities in coaching, training, process, policies
- Act as subject matter authority of quality process and quality guides
Basic Qualifications- Minimum of 1 year experience in a quality assurance, data analytics, and/or project management role
- Additionally, a minimum of 1 year of experience in a customer service role
Preferred Qualifications- Experience presenting information and facilitating meetings
- Experience in a attention to detail environment with high diligence and accountability
- Exceptional written and verbal communication skills, with proficiency in project planning and execution
- Passionate about data analysis, focusing on quality improvement, process enhancement, and tool development
- Confidence in communicating findings to upper management and partners
- Proficient in productivity tools, including Google Suite or Microsoft Suite, with the ability to learn various CRM (Customer Relationship Management) and QMS (Quality Management Software) tools
- Proactive approach to overall team and company improvement
- Skilled in being tactical and adapting to ever-changing environments
- Experience leading and moderating meetings with cross-functional collaborators
- Advanced skills in Google Sheets, applying various formulas for raw data analysis
- Willingness to learn and embrace new and upcoming AI (Artificial Intelligence) tools
- Solid understanding of SQL is a plus
For Chicago, IL-based roles: The base hourly rate amount for this role is USD$26.50 per hour.
For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$24.25 per hour.