HR Quality Support Analyst

hace 3 semanas


Heredia, Costa Rica Auxis A tiempo completo

Job Summary:
The primary purpose of the Quality Support Analyst is to support key projects associated with Associate Care Center business process development and seamless customer experience. This includes responsibility for providing timely, accurate, and actionable information about overall operations, recommending changes or improvements to processes and standards, and measuring adherence to business standards and the impacts on customer experience. This role will also provide data and input to help with the continued development and improvement to operational training processes and content.

**Responsibilities**:

- Generate reporting in support of the Operations teams and overall program
- Provide ad hoc reporting and analysis as requested by Operations
- Identify and analyze program performance and process opportunity trends
- Provide recommendations for program and process improvements based on trend analysis
- Compiling data into presentations and presenting to leadership teams
- Complete ad hoc projects as assigned by Manager
- Support close the loop business process improvement by submitting recommendations to keep operational resources up to date- Collaborating cross-functionally to solve business problems
- Identify and recommend training content or training plan improvement ideas based on quality data
- Mentor and coach the Quality Specialists on the team

Skills and Experience:

- Education Level: bachelor’s degree in business or related field.
- 2 Years experience managing data, content, or business processes; managing business operations relationships and driving quality improvement
- 3 Years quality assurance analytics or contact center experience.
- English Level of a C1+


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