Quality Reviewer

Outplex is recognized as one of the leading customer contact organizations for superior quality, professionalism and results. Outplex is a top contact center providing services and digital transformation to some of the most recognized companies today Our success can be attributed to one thing - outstanding employees who provide superior services and products to our customers. Come find out for yourself what is the Outplex difference

**Position Responsibilities**:

- Quality personnel are required to monitor various communications to ensure compliance of all applicable rules and regulations.
- Ensure quality metrics are met by assessing accurate samples and monitor process improvement initiatives
- Defining and updating quality frameworks to match the workflows
- Often required to track team reporting, present audit findings to client and internal stakeholders, provide feedback and coaching to agents to improve quality.
- Attend sessions with client stakeholders to provide insights on quality improvements and collaborate with training to help develop agent quality improvement plans
- Performs monitoring and provides feedback and, trend data to team management
- Uses quality monitoring data management system to compile and track performance at team and individual level

**Essential skills and experience**:

- Two-three years minimum of relevant experience
- Experience working as an agent prior in same or similar workflows
- Excellent oral, written and interpersonal communication skills.
- Exceptional listening and analytical skills.
- Intermediate level expertise with Word and Excel.
- Intermediate to advanced level knowledge with Internet technology.
- Strong knowledge of customer care processes and techniques.
- Solid understanding of workflow tools used for providing services
- Demonstrated ability to work well in a team environment.
- Dedication to providing exceptional customer service.