Summary of the role

An Operations Quality Analyst-Junior you play a key role in optimizing agent performance and enhancing customer experience. You conduct regular reviews of agent interactions with clients through different channels to evaluate their performance against established metrics, and provide data-driven insights to enable the improvement of operational efficiency and quality.

List of Functional Responsibilitie

• sPerform analysis of agent interactions with clients across various channels (recorded calls, emails, chats, social media) to assess their performance against the account’s established metric

• sIdentify areas of non-compliance (procedures or behaviors) and prepare report with actionable insights for Team Leaders to addres

• sConduct monthly workshops for bottom performers to address common issues identified during the audit

• sProvide more focused QA support to agents during nesting and their first 90 day

• sConduct calibration sessions to ensure consistency in the application of the criteria for agent performance evaluation

• sSupport complex customer issues/ escalations when required by the accoun

• tStay up to date as required by account (taking operations calls or other defined

)
Educational Attainme

ntUniversity student in, Business Administration, Data Analytics or similar field is desirable or equivalent experien

ce
Certification/s requi

redCEFR Rating of

B2
Years of relevant experi

ence2+ years of experience in customer service, back office support, community safety or similar

role
Technical/Niche skillset req

• uiredStrong attention to detail and analytical s

• killsGeneral knowledge of agent performance monitoring

• toolsExcellent oral and written communication s

• killsUses existing procedures to solve standard problems, analyzes information and standard practices to make judg

• mentsB2 level in French and En

glish
List of soft skills re

• quiredGiving s

• upportfocusing on cus

• tomersembracing tech

• nologymanaging self-devel

opment