Position Details

What You Will Do:

• Perform evaluations on recorded calls for internal business partners
• Identifying trends and areas of improvement, including process improvement
• Work on projects as required, both from leading small projects to representing BS on CAA projects
• Maintain and suggest updates to Quality Guide Standards for each line of business
• Design, improve and maintain key quality reports, QA documents and guides
• Perform trend analysis, identify performance gaps and quality improvement opportunities
• Conduct root cause analysis to ensure accuracy and integrity of quality data
• Communicate analysis results and improvement recommendations to stakeholders
• Identify key focus areas according to call monitoring findings
• Communication findings and suggestions to Quality Supervisor, Operations Supervisors and Call Centre Supervisors
• Collaborate with ot...