Quality Analyst

Let's tomorrow, together.

At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.

Sound like the right fit? Your tomorrow looks bright at Ubiquity.

Your Role:

Responsibilities

• Facilitate and Conduct Quality Calibrations for Customer Support and related functions acting as a key point of contact for all retrieving, reviewing and preparing all contacts (email, phone and chat, etc.) for calibration sessions.
• Identify Floor Performance Gaps and Root Cause through fact-based analysis and trends
• Initiate, Implement, Lead and Recommend Performance Action Plans that will deliver a measurable benefit to the business and/or our customers through Adherence, Quality Coaching, and Agent Effectiveness.
• Trend Analysis, Root Cause, Intelligence, and identify opportunities for Process Improvement
• Daily Tracking reports for all QA evaluations
• Proactively work to identify problems that may hinder employee and team performance and discover related solutions.
• Work with team leaders to manage employee performance and discover related solutions.
• Facilitate QA calibration Internal and external
• Analyze and interpret reporting results and proactively communicate trends to all associated clients.
• Research best practices to impact quality improvement initiatives and coaching techniques
• Design, Develop and implement new quality and coaching procedure program.
• Required Skills: Can deal with all levels of management, driven for best results, Action Oriented, Good working Relationship, Customer and client focus, Proactive Decision Quality, Quick in Problem solving skills, Goal oriented, Knowledge of and familiarity with QA tools and coaching techniques, Good Analytical skills, Intermediate to advance level of MS Office Proficiency.
  
  

Qualifications

• Candidate must possess at least a Bachelor's/College Degree, any field.
• At least 2-year BPO work experience doing Quality
• excellent communication skills
• willing to work on graveyard shift
  
  

What We Do.

Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation.

Come as U are, because U Matter at Ubiquity.

We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone can contribute their ideas and feels free to be their most authentic self.