Assistant Manager - Quality Analyst

Advatix, a GCG Company, is a team of the world’s top supply chain & logistics experts with a laser focus on helping organizations scale up their business profitability. Our team is comprised of industry leaders with extensive experience in global operations.
Our goal is to help businesses be the industry leader.

GGC Group includes three companies that help accelerate profitable growth for the companies we serve.

Website: www.advatix.com | www.xpdel.com | www.archway.com

JOB DESCRIPTION
AM Quality Analyst
Job Summary

We are looking for a motivated and detail-oriented Quality Analyst at the Assistant Manager level to join our team. The ideal candidate will be responsible for ensuring the delivery of high-quality service to our clients through performance monitoring, process improvement, and team training. This role requires a strong understanding of analytical skills, and the ability to work collaboratively with both operations and client teams.


Essential Duties and Responsibilities

Quality Monitoring: Participates in design of call monitoring formats and quality standards. Performs call monitoring and provides trend data to site management team. Monitor and evaluate agent performance to ensure adherence to client quality standards and KPIs.

Audit & Feedback: Conduct regular audits of calls, emails, chats, and other interactions to ensure consistency with service quality standards. Provide constructive feedback to agents to enhance performance. Performs monitors of customer care email responses.

Performance Reporting: Uses quality monitoring data management system to compile and track performance at team and individual level. Generate and analyze performance reports and share insights with management. Identify trends and areas for improvement.

Training & Development: Develop and deliver training sessions to agents and teams on quality expectations, new procedures, and best practices. Coordinates and facilitates call calibration sessions for call center staff.

Process Improvement: Collaborate with operations teams to identify process inefficiencies or quality gaps and work towards continuous improvement initiatives. Provides feedback to call center team leaders and managers. Prepares and analyzes internal and external quality reports for management staff review.

Client Interaction: Act as the point of contact for client-related quality concerns and ensure that client requirements are met consistently.


Team Leadership: Assist in managing a team of Quality Analysts, providing guidance, support, and leadership. Provides actionable data to various internal support groups as needed.

Root Cause Analysis: Investigate performance issues and conduct root cause analysis to drive corrective actions and long-term solutions.

Compliance: Ensure all processes are in compliance with both internal standards and client-specific requirements. Perform other duties as assigned.

Qualifications:

Experience: 5-8 years of experience in BPO quality management, with at least 1-2 years at a supervisory or assistant manager level.
Skills:

• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Proficiency in quality monitoring tools and software
• Familiarity with industry standards and best practices in quality assurance

Education: Bachelor's degree or equivalent experience in a related field.
Certifications: Any relevant quality certifications (e.g., Six Sigma, Lean) are a plus.

Desired Attributes:

• Strong leadership capabilities, with the ability to motivate and manage a team effectively.
• Excellent attention to detail and a commitment to delivering high-quality service.
• Ability to manage multiple tasks and work in a fast-paced environment.
• Strong customer-centric mindset, with a focus on improving the customer experience.