BPO Quality Specialist

Who we are

Altiam CX provides scalable customer experience and managed team-extension solutions that free up fast-growing companies to focus on their core business. Our success is due to the effort and commitment of every inventive, intelligent, can-do member of our team. Altiam CX is an inclusive employer committed to providing a universally supportive and rewarding employee experience. We believe that every employee brings valuable, unique strengths and perspectives to the collective intelligence of our company. Altiam CX welcomes applicants of all backgrounds, gender identities, and abilities.

Job Overview

We are seeking a detail oriented and experienced BPO Quality specialist to join our team. The ideal candidate will be responsible for assessing and enhancing the overall quality of our business process outsourcing (BPO) operations. The BPO Quality specialist will play a critical role in ensuring adherence to established processes, identifying areas for improvement, and implementing quality assurance strategies. Proficient in meeting time-sensitive deadlines, including daily, weekly, and monthly targets, the candidate will handle tasks such as deck preparation and data analysis. They demonstrate a clear sense of urgency and recognize the time sensitivity of requests, catering to the needs of both our team and clients.

Responsibilities

• Conduct thorough evaluations of BPO processes to ensure compliance with established standards and procedures.
• Develop and implement effective quality assurance programs to enhance overall service delivery.
• Monitor and analyze both inbound and outbound calls, emails, and other communication channels to assess agent performance.
• Identify trends, patterns, and areas for improvement through data analysis.
• Provide constructive feedback to BPO supervisors and team leads based on quality assessments.
• Collaborate with other departments to implement training and coaching programs to address performance gaps.
• Generate regular and ad-hoc reports on quality metrics, presenting findings to management and relevant stakeholders.
• Track and report key performance indicators related to BPO quality.
• Collaborate with operations teams to identify and implement process improvements.
• Recommend changes to policies and procedures to enhance overall efficiency and customer satisfaction.
• Conduct periodic audits to ensure adherence to regulatory requirements and industry standards.
• Keep abreast of industry best practices and compliance guidelines.

Qualifications

• At least 1 year of experience performing quality -related tasks in a BPO environment.
• C1 English level
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Familiarity with quality assurance frameworks and methodologies.
• Knowledge of BPO processes and industry standards.
• Proficient in using quality monitoring tools and software.
• Perfect attendance for the last quarter .
• Minimum of 6 months tenure in the company
• No active disciplinary actions .
• Proficiency in Excel and reporting creation and analysis.
• Consistent performance in current role meeting all internal and client KPIs .
• Positive team collaboration

If you're passionate about maintaining high-quality standards in a dynamic BPO environment, we invite you to apply for this exciting opportunity. Join us in shaping the success of our operations through continuous improvement and a commitment to excellence.