Hiring Quality Analyst for International BPO U

Company Description

Utility Hub Pty Ltd is a sales and marketing company based in Melbourne. We specialize in customer acquisition for different domains like Energy , Telecom , Education, IT services , Financial services , Solar services to Business & Residential customers across Australia.

Our Vision

We will be the global leader in every market we serve, and our services will be sought after for their superior quality, customer focus and best value.

Our Values

The foundation of our culture is honesty, integrity, and respect for associates, customers, and business partners. Each associate is fully committed to serving customers and fellow associates through outstanding performance and accomplishing what we say we will do.

Our Approach

Helping you make the smarter choice.
• Whether it’s your Energy , Telecom , Education , IT services , Financial services , Solar services needs Utility Hub is at your service. It’s all about finding better deals that can save you up to a few extra hundred dollars to enjoy the finer things in life. We have assembled a fantastic range of products and offers so that you don’t need to go through the ordeal of spending your time and effort comparing many offers in the market; Utility Hub takes this pain away from you by doing all the footwork for you.
• We perform Customer acquisition through unique approach of Focus groups, community channels and Appointments and have been successful to secure quality acquisitions for our clients in the process

Job Description

Immediate Hiring for Quality Analyst in International Bpo

we are looking for a senior QA with 2+ years of experienced

Key Responsibilities

• Responsible for leading, motivating and supervising the team of Quality Analysts

• Identify root causes and recommend solutions for improvement

• Set up, improve, drive and streamline monitoring, feedback & other internal processes related to Quality and Compliance

• Develop Controls to minimize external and internal escalations

• Collect Data, perform analysis and RCA on metrics and publish reports

• Drive Process control & Compliance in addition to managing the audit requirements

• Drive FMEA and other compliance activities for the account

• Monitor & conduct deep dive analysis on areas of opportunities within the account and implement corrective actions, to help achieve desired results- on an ongoing basis

• Focus on identification and highlight any/all compliance defects and recommend action plan

• Accurately capture SLA/SLO metrics, the reporting needs of each of the client and set up / customize processes to seamlessly meet clients expectation

• Ownership of compliance, data security and risk assessment for the process - highlight noncompliance in time to avoid surprises or before reported by external sources

• Conduct Weekly Review the Reviewer for all Quality analysts and provide appropriate coaching

• Responsible for all risk management & compliance activities as applicable to this functional role

• Manage Client/Internal KPIs’

• Collaborate with Operations, Training and Quality to drive Compliance conformance