At Alorica, we deliver insanely great customer experiences for the world’s best-known brands. As a leading provider of customer experience (CX) solutions, we specialize in digital customer care, customer relationship management, and back-office support across a wide range of industries — from tech and healthcare to finance, retail, and communications.
A BRIEF OVERVIEW
Under general supervision, conducts audits, analyzes reports and communicates quality trends, variances, strategies and provides coaching feedback relative to both quality scans and CSAT surveys.
YOUR DAY-TO-DAY
- Provides complete, accurate and timely entry of data into a database system.
- Checks accuracy and relevance of input and output data.
- Reports on information contained in the database to internal clients, according to a standard format.
- Performs data analysis, including evaluating data to determine whether or not the data is valid, and identify patterns and trends based on a variety of quality control procedures.
- Produces standard and ad hoc reports based on data contained in a database.
- Pulls coaching/transaction metrics weekly and provides to the client.
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WHAT YOU BRING TO THE TABLE!
- Minimum 6 months of QA experience in the BPO industry (required).
- Upper- Intermediate English level (B2 in CEFR)
- Excellent communication, organizational, time management, analytical thinking and presentation skills. Detail-oriented and Results-Oriented.
- Strong knowledge to identify behaviors during a call, and to identify serious violations in customer policies, required.
- Microsoft Office package intermediate proficiency. Capable to work on-site and full schedule availability.
