Quality Analyst

Quality Analyst -1-2 years QA experience - Min 5 CXC/GCE/CSEC

About Us

Humach is a fast-growing company based in the United States and is an industry pioneer in the contact center and digital Associate /AI industry, focusing on customer Service, Sales, and other Support. For over 34 years, the leadership at Humach has continued to revolutionize the CX industry into where we are today. We combine the best of human and digital Associates for the benefit of the end customer.

Humans + Machines

That's Humach

Quality Analyst

 Major Responsibilities:

• Use quality monitoring data management systems to compile and track performance at individual and team level.
• Monitor agents’ performance and provide trend data to direct report.
• Ensure all evaluation quotas are completed within the expected timeframe.
• Provide actionable data to various internal support groups as needed.
• Attend and participate in partner and internal calibration sessions.
• Meet targets and deadlines as set by direct report.
• Manage agents to ensure partner and company’s quality targets are met.
• Ensure all correspondence is professional and well composed.
• Must be logged into ALL communication platform(s) daily.
• Co-deliver coaching opportunities with Supervisors as required.
• Develop improvement plans/initiatives for assigned agents resulting in satisfactory improvements.
• Must be able to efficiently and effectively coach assigned agents and provide valuable feedback that will result in visible performance uptick at individual and team levels.
• Must be able to work and function in a fast-paced, high stress environment with stringent deadlines and quotas.
•  Any other duty assigned.

KEY COMPETENCIES:

• 3 CSEC Passes including Mathematics & English
• Must be able to manage employees ethically and fairly, while still being firm when enforcing partner and company rules.
• Strong time management and multitasking skills.
• Demonstrated leadership skills.
• PC skills (Word/Excel)
• Typing skills (50 wpm)
• Proven ability to motivate team while driving performance.
• Strong interpersonal skills at agent and mid-management levels.
• Excellent written and verbal communication skills.
• Adaptable and susceptible to change while maintaining a positive attitude.
• Exemplary coaching/motivational skills at both an individual and team level.
• Business focus which demonstrates an understanding of the company’s vision, mission and culture.
• Establishes and maintains positive client relations where applicable.
• Keen attention to detail/quality focused.
• Strong negotiation and persuasion skills.
• Strong problem solving and decision-making skills.
• Must have good critical thinking and organizational skills.
• Understands and demonstrates following the chain of command.