Job
Title: Junior Quality
AnalystReporting
to: Quality Team Lead Overall Job
Purpose This position offers you the opportunity to
work alongside one of our high profile clients who specialise in
internet based searching and video sharing platforms.
As a Junior
Quality Analyst you are responsible for the overall quality
performance of the operation by encouraging simplified and
streamlined issue handling.
You will be accountable for the
achievement of both external and internal quality metrics and will
have a keen eye on efficiency, continuous improvement in customer
and client satisfaction.
Duties and
ResponsibilitiesDaily
completion of quality reviews and appeal
reviewsDeliver quality feedback to the agents
on completion of quality sample and appeal
reviewsExecute actions for individuals and/or
team to maintain or improve SLA
performanceParticipate in daily huddles with
the QA Team Lead and Quality Analysts supporting the sample product
in all locationsConduct root cause analysis of
quality errors and provide corrective solutions to QA Team
LeadIdentify risks to the QA SLA and report to
the QA Team Leader in a timely and efficient
mannerIdentify quality trends for the
market/agents supported and develop corrective
solutionsReport bugs and continually check if
bugs have been resolvedWork with agents and
colleagues to ensure enough grey area cases are
reportedWeekly catch ups with SME and Training
teams to assess the current new hire training and identify if
amendments are requiredDevelop PKT tests
weekly or monthly and use results to conduct team refresher
training or individual feedbackConduct
internal and external calibration exercises to ensure alignment
within the internal team and the client or other
vendorsContribute to the innovation process by
submitting new innovation ideas or process
improvementsSupport additional workflow
request from the client Required Qualifications &
ExperienceC1/C2 in written and spoken English
is essential for this rolePrevious experience
as a Quality Analyst or informal career path in a QA team is
desirableExperience working within a customer
focused environmentAbility to effectively and
accurately communicate feedbackAbility to
impart positive and negative feedback in one to one & group
forumsExcellent verbal and written
communication skillsExcellent technical
aptitude including fluency in Excel
reportingProven ability to consistently meet
or exceed performance related targetsStrong
analytical skillsHigh attention to
detailPositive can-do attitude
CompetenciesSolutions
OrientatedInitiativeCollaborationOrganisational
commitmentCustomer
FocusOrganisation &
PlanningAnalysis & Attention to
detailResilience &
AdaptabilityCreativity and Innovation What we
offerVibrant, multi-cultural
environmentCareer & Personal
DevelopmentQuarterly performance
bonusComprehensive Benefits
PackageSubsidised Health
InsuranceAccess to Discount
SchemesE learning
accessPaid Annual
Leave About Majorel
At Majorel, we create amazing customer experiences that
people value and we are proud of.
By combining talent, data, and
technology we deliver real impact for our partners.
Our vision is
to be our clients' trusted long-term partner for customer
engagement in a constantly changing world.
Creativity, Excellence
and Respect drive everything we do.
This ensures success for our
partners and allows us to thrive as one team.
Majorel is an equal
opportunity employer and embraces diversity and does not
discriminate on the grounds of gender, age, ethnicity, race,
nationality, religion, disability, gender identity, sexual
orientation, marital or civil partnership status.
Disclaimer The
above statements are intended to describe the general nature and
level of work being performed by people assigned to this
classification.
They are not to be construed as an exhaustive list
of all responsibilities, duties, and skills required of personnel
so classified.
All personnel may be required to perform duties
outside of their normal responsibilities from time to time, as
needed.
Minimum Skills
Process
ExcellenceCollaboration Communication
Emotional
Intelligence Open-Mindedness Critical Thinking Solution
Orientation EntrepreneurshipAI ProficiencyData
Literacy