Quality Analyst 8/31/2016
JOB DESCRIPTIONAPPLY Quality Analyst
DO YOU HAVE A STRONG ATTENTION TO DETAIL AND A PASSION FOR QUALITY? Concentrix is partnering with a world leader in the snack industry offering opportunities to work for the worlds favorite brands in approximately 165 countries around the world. Our client is the worlds pre-eminent maker of snacks, with leading market shares in every category in which they compete and holds the No. 1 position globally in Biscuits, Chocolate and Candy. There is an immediate need for a quality analyst in our Rochester, NY location!
JOB SUMMARY: The Quality Analyst is a dedicated team member whose sole responsibility is to conduct reviews and evaluates process adherence, end-user transactions, i.e. telephone calls, system entries, escalation handling, emails, social media, and web query responses for accuracy and conformance to process and quality standards. This person will review in detail all escalation cases to internal/client escalation teams, FDA or third party calls from hospital/doctor/police and determine if all process requirements were accurately documented and communicated. The Quality Analyst reports results of evaluations to appropriate stakeholders on a weekly or monthly basis as required. Quality analyst will review new and disabled product release information and quality of data input into the system by MDM team before it is released to the floor.
Attain knowledge of client values, brands, consumers, goals, policies and procedures and on-going process knowledge including SOPs, systems and requirements/expectations for consumer conversation handling.
Achieve process and LOB productivity, accuracy requirements including number of calls monitored per month, case reviews, MDM data entry, Social Media handling and fulfillment completion per agent/process position (i.e. escalation, LOB, MDM, Fulfillment, training)
Facilitate and/or participate in calibration and case sessions with agents, client, quality, training and leadership staff as required
Facilitate remote call, case data, product data entry and fulfillment case completion sessions as needed with client
Provide effective agent/responsible person (s) coaching / mentoring to improve performance, handling and accuracy
Maintain quality scoring forms and definitions as required
Provide recommendations to improve person (s) performance through changes in process flows, tools, case data collection, scripting, and training (formal or ad hoc huddle) etc.
Participate in internal quality audits, client and team meetings as needed
Demonstrate mastery and comprehension of clients quality standards (understanding of client goals, process details end-to-end, client brands, consumer situational types, policies and procedures, etc.)
Maintain understanding of operation, SLAs, SOPs, process flow, reporting, all roles and responsibilities while process monitoring
Support management focus on review of key drivers, metrics and operational processes that drive balanced scorecard and account profitability goals
Maintain close linkage to trainers to drive operational success
College degree preferred. Educational requirement may be substituted with equivalent industry-related business experience
High School Diploma or GED required
Minimum 5 year experience in a call center customer service (consumer handling) environment with 3 year experience in a Quality Assurance role
Working knowledge of using and evaluating/audit process procedures, grammar of applicable customer contact system cases (or like type systems i.e. KB, CRM, Reporting, email, surveys, SM tools, etc.)
Ability to use client systems (creating tool process recommendations), monitoring tools and reporting software/applications
Analytical and process improvement skills
Effective feedback and coaching skills
Excellent oral and written communications
Strong interpersonal skills / Performance-oriented
Sound organizational and team-building skills
Ability to respond to changing environment
Previous work with a client in the food and beverage market is a plus but not mandatory
Additional language knowledge is a plus (French Canadian or Spanish)
WHAT WE OFFER:
A rapidly growing company with significant career growth opportunities
A culture committed to teamwork and continuous improvement
An attractive compensation package including medical, dental; PTO, paid holidays.
A wholly owned subsidiary of SYNNEX Corporation (NYSE: SNX), Concentrix is a leader in high-value global business services. It partners with its clients to deliver end-to-end customer/consumer engagement services, technology innovations, analytics, process optimization, and business improvements. The global business services firm transforms the customer/consumer experience, and streamlines front and back office and industry-specific processes to provide the highest value from every customer/consumer interaction. Based in 25 (140 locations) countries with a staff of more than 90,000 who speak 40 languages, Concentrix offers industry expertise in 10 industries: Banking & Financial Services, Healthcare & Pharmaceutical, Insurance, Technology, Consumer Electronics, Retail, CPG & e-Commerce, Government & Public Sector, Media & Communications, Automotive and Travel, Transportation & Tourism. US-NY-Pittsford
3750 Monroe Avenue
3750 Monroe Avenue