电话质量审计员（远程，远程，美国）
Call Quality Auditor (Remote, Remote, US)
质量审计员
工作地点：远程（居家办公）
Sourcepoint 是 Firstsource 的子公司，是一家专业的全球业务流程管理合作伙伴。我们提供跨越客户生命周期的变革性解决方案和服务，涵盖医疗保健、银行和金融服务、通信、媒体和技术等多个行业。
我们在美国、英国、印度、墨西哥、澳大利亚和菲律宾设有分支机构，是多家财富 500 强和富时 100 指数公司的值得信赖的增长伙伴。
成为不同——今天加入 Firstsource 家庭！
该职位的主要职责是识别、分析和改进质量，以确保按照客户合同交付 SLA 质量指标。这包括但不限于审计、创建和审核质量报告、趋势分析和审计结果分析、回答审查员的问题、客户沟通、培训、持续教育项目，协助员工发展以跟上组织不断变化的需求，并确保流程到位以满足客户和组织的目标和宗旨。
职位描述：
质量审计员在提升团队成员技能和绩效方面发挥关键作用。主要职责包括与各部门紧密合作，通过培训、评估和发展计划来评估和提高员工素质，以确保员工始终达到最高绩效标准。
主要职责/责任：
- 在最少监督下，运用专业技能、判断力和敏感度处理各种质量和培训问题。
- 作为团队成员确定部门需求。
- 为员工和管理层提供资源支持。
- 提供质量审核和培训，促进每位员工的进一步发展。
- 与各类人员良好合作并专业解决相关问题。
- 成为与各运营管理人员对接的领导者。
- 及时进行质量跟进，包括审计和开发会议。
- 执行其他指派的工作相关职责。
所需资格：
- 高中毕业，最好有部分大学经历。
- 有质量保证或质量审计相关工作经验。
- 需要有呼叫中心经验。
- 需要能流利使用西班牙语和英语。
- 具备良好的沟通能力
查看英文原文
Quality Auditor
Work location: Remote (Work from Home)
Sourcepoint, a Firstsource company, is a specialized global business process management partner. We provide transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, and other diverse industries.
With an established presence in the US, the UK, India, Mexico, Australia, and the Philippines, we act as a trusted growth partner for leading global brands, including several Fortune 500 and FTSE 100 companies.
Be the difference – become part of the Firstsource family today!
The primary purpose of this position is to identify, analyze and improve quality, to ensure delivery of SLA quality metrics per client contract. This includes but is not limited to auditing, creating & reviewing quality reports, trending and analyzing audit findings, answering examiner questions, client communications, training, continuing education programs assisting in the development of employees so they can keep pace with the changing needs of the organization, and to ensure that processes are in place to meet the goals and objectives of the client and the organization.
Role Description:
The Quality Auditor plays a critical role in enhancing the skills and performance of team members. Primary responsibilities include working closely with various departments to assess and improve the quality of the workforce through training, evaluation, and development initiatives to ensure that employees consistently meet the highest standards of performance.
Key Accountabilities/Responsibilities:
- Work with minimal supervision using professional skills, discretion and sensitivity while addressing various quality and training issues.
- Work as a team member in determining departmental needs.
- Serve as a resource for employees and management.
- Provide quality review and training for the further development of each employee.
- Work well with a variety of individuals and resolve issues professionally.
- Be a leader who interfaces with various operations management personnel.
- Provide timely quality follow through in the form of audits and development sessions.
- Performs other work-related duties as assigned.
Qualifications Required:
- High School diploma, preferably some college.
- Previous experience in a Quality Assurance or Quality Auditor role.
- Call center experience required.
- Bilingual Spanish/English required.
- Proficient use of computer systems (MS Office).
- Proven track record of quality work in current role.
- Ability to recognize poor quality work or processes and collaborate with people to improve their work output.
- Ability to describe how to improve work to staff members and recognize good work.
- Organized and attentive to detail.
We are an Equal Opportunity Employer. All qualified applicants are considered for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by federal, state, or local law.
It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.
Originally posted on Himalayas