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 OVERVIEWUnder 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-DAYProvides 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.·WHAT YOU BRING TO THE TABLE! Minimum 6 months of QA experience in the BPO industry (required). Upper- Intermediate English level (B2 in CEFR) Excellent communication, 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 and full schedule availability.