Quality Coordinator

About the role

Quality Analyst plays an active role in evaluating platform results and coaching evaluators performance.

Responsibilities

• Audit calls and processes to identify gaps
• Coach supervisors one-on-one providing strengths and opportunities on scoring method
• Conduct calibrations with evaluators to ensure consistency
• Audits different platforms based on need to ensure client expectations are being met
• Work with other analyst to propose process improvements to improve overall quality
• Teach new supervisors the quality system and scoring method
• Works with the Client Experience Team's mailbox for client requests
• Support additional initiatives and efforts of the QA team as necessary

Requirements

• Dedicated to meeting the expectations and requirements of internal and external customers. Ability to establish and maintain effective relationships by gaining trust and respect through consistency and reliability.
• Proven ability to coach and motivate others by providing clear direction and actionable feedback.
• Able to manage conflict effectively. Quickly reads situations, listens effectively and able to find common ground and get cooperation.
• Must be able to effectively use call monitoring systems and Microsoft Office suite to deliver results.
• Writes clearly and succinctly for a variety of audiences and purposes. Communicates in a manner that drives desired results.
• Learns quickly when faced with new problems. Analyzes both successes and failures for clues to improvement. Is open to change and willing to explore alternatives to try to find solutions to problems.
• Is effective in a variety of presentation settings including one-on-one and small groups with peers and colleagues. Able to develop and present data to assure understanding in different formats to varied audiences.

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Company Intel

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