Quality Analyst (Sykes – Wcc)

Description:
Draft quality assurance policies and procedures
Interpret and implement quality assurance standards
Document internal audits and other quality assurance activities
Evaluate audit findings and implement appropriate corrective actions
Monitor risk management activities
Collect and compile statistical quality data

Requirements:

EDUCATION and/or EXPERIENCE

• College degree or the equivalent
• At least 2 years of experience in the BPO Industry
• Minimum 1 year of experience as a Quality Analyst/Specialist/Auditor
• Should have experience in coaching and calibration
• Experience in managing compliance and audits for a debt collections unit preferred but not required.

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