SME - Contact Center (BB-1EE32)

Encontrado en: Neuvoo CR


Transactional Quality Auditor


  • Use quality monitoring data management system to compile and track performance at process level
  • Provide visibility via reporting and analysis of crucial areas of improvement, useful for the operation such as: CAPA Analysis, Error Rework Analysis, Root Cause Analysis, Calibration Variance Analysis, High Level Reports collation, etc
  • Analyze Quality Reports & recommend refresher Trainings at process level
  • Perform transaction monitoring and provide trend data to site management team
  • Audit transactions processed by agents, share feedback on audit results
  • Provide actionable data to various internal support groups as needed
  • Validate sampling transaction as per contractual requirement for internal audit
  • Drive Rework analysis and other sessions related to process improvement
  • Measure the adherence to internal policies and procedures
  • Active participation in calibration sessions & Query sessions with business on weekly, monthly & need basis
  • Identify training needs at an agent level as necessary to improve overall accuracy scores
  • Support Monthly Process Knowledge Test
  • Provide actionable data to various internal support groups as needed
  • Assess business execution and identify business trends
  • Identify process improvement initiative

  • Graduate with minimum 3+ years of overall experience & minimum 1+ Year as Quality analyst Good Domain Knowledge minimum of 2+ years in Insurance Domain preferred
  • Advanced Excel Skills : including pivot tables, VLOOKUP Functions
  • Methodical, process oriented approach to analytical and technical problem solving
  • Exceptional attention to detail
  • Stong organizational skills with the ability to handle numerous tasks / activities simultaneously
  • Must Operate with urgency, focus and discipline in a deadline driven environment
  • Service Excellence orientation
  • Proactive Team Player

  • Source data from disparate systems / inputs and generate reports as per specification
  • Perform detailed quality check across all work products, reconciling the finalized report against the source
  • Ensuring the output meets the required completeness and accuracy standards
  • Ensuring all reports are meeting compliance / procedural norms
  • Reporting to the manager on performance, status and any escalations
  • Support automation efforts

  • US Visa without Notations
  • Awareness about US Insuarnce regulations and anomalies

    calendar_todayhace 4 días


    info Full Time

    location_on Provincia de Heredia, Costa Rica

    work Cognizant

    Autorizo expresamente a Términos y condiciones

    Empleos similares