Quality Analyst - BPO Operations (Portuguese)

We're Tech Mahindra, a multinational Technology Company with 30 years of experience and with more than 141.000 associate providing Information Technology and Business Process Outsourcing Services.

We are currently looking for a Quality Analyst to our project.

Roles and Responsibilities:

● Monitors all interactions and ensures accuracy of the output

● Coordinates and facilitates call calibration/training sessions for vendor QA partners

● Trained and certify new IQA/VQAs

● Publishes quality trends, feedback and improvement / enhancement reports

● Deal tactfully and courteously with clients

● Produce Quality reports and dashboards such as TNI, Pareto etc.

● Drive process improvement and ensure process compliance

● Contribute to the development of the short and long term goals of the process

● Ensure quality/RCA alignment, and CSAT targets are met at all times (Vendor QA results)

● Drive fir...