Quality Assurance Associate

At Alorica, we deliver insanely great customer experiences for the world’s best-known brands. As a leading provider of customer experience (CX) solutions, we specialize in digital customer care, customer relationship management, and back-office support across a wide range of industries — from tech and healthcare to finance, retail, and communications.

A BRIEF OVERVIEW

Under general supervision, conducts audits, analyzes reports and communicates quality trends, variances, strategies and provides coaching feedback relative to both quality scans and CSAT surveys.

YOUR DAY-TO-DAY

• Provides complete, accurate and timely entry of data into a database system.
• Checks accuracy and relevance of input and output data.
• Reports on information contained in the database to internal clients, according to a standard format.
• Performs data analysis, including evaluating data to determine whether or not the data is valid, and identify patterns and trends based on a variety of quality control procedures.
• Produces standard and ad hoc reports based on data contained in a database.
• Pulls coaching/transaction metrics weekly and provides to the client.

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WHAT YOU BRING TO THE TABLE!

• Advanced English level (B2 in CEFR) and excellent communication skills (oral and written).
• Organizational, time management, analytical thinking and presentation skills. Detail-oriented and Results-Oriented.
• Strong knowledge to identify behaviors during a call, and to identify serious violations in customer policies, required.
• Microsoft Office package intermediate proficiency. Capable to work on-site. Schedule flexibility, including AM/PM shifts during training.