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Quality Assurance Representative - Kingston, Jamaica - Advantage Communications

SUMMARY

The Quality Assurance Representative is responsible to monitor and evaluate various types of employee/customer interactions to identify trends within the adherence of quality standards.  Feedback developed through this process will be utilized within training sessions to further enhance the employee and customer experience enabling the utmost satisfaction to be achieved.  Knowledge provided on quality trends by this department will be used within employee coaching/training sessions; to enhance training materials; to improve quality standards and business processes.

Job Duties

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following however other duties may be assigned:

Responsible to monitor and evaluate designated types of customer interactions to identify trends in service delivery and coaching opportunities. Customer interactions can include, but are not limited to inbound and outbound telephone calls, emails and chat sessions.

• Develops and maintains an in-depth and comprehensive knowledge of all client products, service requirements, and quality standards
• Documents, records, and tracks all quality monitoring evaluation data. This includes feedback for coaching purposes and quality evaluation scoring.
• Meets all auditing targets and goals specific to the position and as outlined.
• Prepares and analyzes internal and external quality reports providing recommendations on trends identified as well as coaching opportunities which support continuous employee development. (Provides actionable data to various internal support groups as needed.)
• Liaise with Team Leaders and Managers, responding to questions on the quality process promoting understanding on the overall structure.
• Attends and actively participates in calibration sessions in order to maintain a clear understanding of the standards set forth in the quality process and to identify existing/new client needs/expectations.
• Receives, investigates, and responds to any questions or disputes on quality evaluations conducted.
• Provides continues feedback based on observed opportunities to improve the quality process in order to further enhance the employee and customer experience.      
• Attends and participates in various quality, operational, and other meetings as required.
• Responsible to engage in various internal development opportunities in order to maintain and improve on knowledge surrounding quality processes and product/service information.
• Assist the training department with training and mentorship duties as directed.
• Performs other duties as required.
• Performs front line agent duties as required.

SUPERVISORY RESPONSIBILITIES
No direct supervisory responsibilities are assigned. 

Job Specifications

KNOWLEDGE AND SKILLS

• Highly organized possessing a methodical approach which is detail orientated.
• Team focused positive attitude, must be self-motivated, and possess very good time management and exceptional communication skills.
• Proficiency with Windows XP, Vista, 7, and 8.
• Proficiency with the Microsoft Office suite of software. (Excel, Outlook, PowerPoint)
• Ability to work as part of a team, and to work collaboratively with individuals from other departments
• Written and oral French language skills would be an asset 
• Must embrace the principles and ethics upheld by Advantage Communications and clients.

EXPERIENCE

• Two (2) years experience within a quality assurance role is required.
• Previous supervisory experience is required.
• Experience in identifying and managing business requirements would be an asset.
• Experience in the telecommunications industry, knowledge of its products and services would be an asset.

EDUCATION

• Possess a high school diploma or GED equivalent.

OTHER

• This role will be required to travel.
• Satisfactory completion of a criminal background check.
• Satisfactory completion of both an Internal Reference (IRC) and criminal background check

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