Quality & Reporting Analyst

Essential duties • Lead quality programs across operation units. • Participates in design of call monitoring formats and quality standards. • Performs call monitoring and provides trend data to operations management team. • Uses quality monitoring data management system to compile and track performance at team and individual level. • Participates in customer and client alignments to identify customer needs and expectations. • Provides actionable data to various internal support groups as needed. • Coordinates and facilitates call collaboration session for operation staff. • Provides feedback to operation team leaders and managers. • Prepares and analyses internal and external quality reports for the management staff review. • Perform other duties as assigned. Qualifications • Bachelor’s Degree in Industrial Engineering, Business Management or any related field • Preferably from BPO, or Shared Services company • QMS / Audit certification is an asset but not a requirement • Proven experience in a time critical analytical role (ability to meet strict deadlines) • Strong data modelling, documentation skills and high standards or professionalism with what you do • Ability to work independently and as part of a team • Excellent communication skills (assertiveness/confidence)