Quality Analyst

hace 4 días

Bogota, Colombia ContactPoint 360 A tiempo completo

**Who We Are**:
ContactPoint 360 Inc., is a global organization offering onshore & nearshore contact center solutions. We lead with our philosophy of people first and are most passionate about creating employee engagement through new and advanced Business Process Outsourcing (BPO) technologies. We’re proud to call ourselves innovative leaders in the industry and value how we’ve been able to grow significantly from 5 to 1000+ employees since opening 12 years ago. We’re Great Place to Work certified and offer an award-winning culture that is enthusiastic about adding next-level talent to our operations as we continue to expand our work-from-home solutions and our brick & mortar locations too. We trust and empower our team when it comes to providing the best human experiences. We believe in thinking and acting differently. We’re proud to provide you with a career path that will support your development and growth. It is a win-win and we love promoting from within too. During your onboarding experience, we’ll teach you the necessary skills as well as the in and outs for this particular role. ContactPoint 360 Inc., is not just somewhere to get a pay cheque but a place where you can call your work home and thrive to your highest potential both professionally and personally.

**Conditions**
- Basic Salary: 2'300.000 COP
- Bonifications: 500.000 COP
- Schedule: 47h per Week
- Days off: based on ops needs
- Work at home: Not available
- Your English level must be B2 and above,

**You will be responsible for**:

- The evaluation and documentation of the client's transaction to ensure that accurate and consistent information is provided to our client, deliver a quota set by the quality control supervisor/manager based on the necessary requirements.
- The key focus is evaluating to ensure that all required processes and guidelines are followed to ensure the delivery of the highest levels of customer experience while driving quality to outperform our critical targets, all internal and external calibrations, and house when needed.
- Meet skill requirements attend call audit workshops Monitor calls as prescribed guidelines, provide feedback to the management team, as needed, and deliver training sessions to agents on key metrics to drive numbers with operations Identify and highlight modes in the process. Identify unethical practices/behaviors.
- Conduct new hire introductions and sales/customer service workshops where appropriate Share best practices with operations and training.
- Answer calls to ensure alignment with the supported campaign Create a performance report as part of campaign support.
- Submit necessary additional requests from the quality control department to support operations

**From Maple Leaf to Colombia: Proudly Colombian, Uniquely Canadian.

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