Job Description

• Assess the quality of analysts on the project
• Meet volume and quality targets for all quality assurance audits
• Develop and maintain knowledge of client and their business needs processes
• Develop and maintain an understanding of client Service Level Agreements and department s key performance requirements
• Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in on the job and classroom trainings
• Take accountability for effectively handling escalations
• Identify root causes for business related issues and recommend solutions to improve overall client satisfaction
• Assist with monitoring and tracking incidents to ensure timely resolution
• Deliver individual and group feedback, provide coaching sessions, motivating and encouraging analysts to improve performance

Qualification

• Fluent in English (reading, writing, speaking)
• Able to work as shift, 5 days/ week
• Bachelor's degree
• Previous experience evaluating quality preferred
• Proven commitment to quality in work
• Strong attention to detail
• Ability to explain information and concepts clearly and succinctly for others to easily understand
• Ability to read and interpret policy process maps accurately
• Proactive nature, with a strong work ethic and eagerness to take initiative and go the extra mile
• Resourcefulness, critical creative thinking, and problem solving skills
• Flexibility and adaptability e.g. learning new processes, policy changes
• Demonstrated ability to work as part of a team, adding a positive attitude and business focus
• Ability to effectively manage time and work in a fast paced, deadline driven environment
• Fluency in social media platforms
• Proficiency with Microsoft Office, particularly Excel e.g. Pivot Table, VLOOKUP, Macros