Quality Analyst

Summary

Are you passionate about quality and performance? Do you thrive in an environment that values both individual contributions and team collaboration? Fusion CX is looking for a Quality Analyst to join our dynamic team in Kingston, Jamaica. As a QA, you will be instrumental in ensuring that our Customer Service Associates (CSA) meet the highest quality standards. This is a fantastic opportunity for professionals looking to make an impact in a global company where career growth, innovation, and customer satisfaction come together. If you’re seeking quality analyst jobs in Kingston, Jamaica, where you can contribute to something meaningful and take your career to the next level, Fusion CX is the place for you! Apply now!

Responsibilities

As a quality analyst, you will be responsible for closely monitoring all calls handled by customer service associates to ensure strict adherence to quality and compliance standards. In this role, the quality analyst will collaborate with and support the Team Leader in coaching agents, providing feedback, and driving continuous development for overall success.

• Monitor Agent Performance:

  • • Observe and assess Agent calls on a daily basis, both remotely and through side-by-side sessions, ensuring quality standards are met.

• Coach & Develop Agents:

  • • Provide ongoing coaching and constructive feedback based on monitored calls to foster agent improvement and success.

• Provide Insights & Recommendations:

  • • Collaborate with Team Leaders (TLs), Senior Team Leaders (STLs), Project Managers (PMs), and Operations Managers (OMs) to identify opportunities for account-specific improvements.

• Track & Evaluate Performance:

  • • Consistently track and evaluate calls to ensure performance metrics and quality standards are being achieved.

• Participate in Training & Calibration:

  • • Attend training sessions, team meetings, and calibration activities to maintain alignment with company standards and client expectations.

• Report & Analyze Trends:

  • • Evaluate and report on call scores, identifying trends and areas of improvement on a daily basis.

• Achieve Goals:

  • • Strive to meet and exceed departmental and client-specific goals and KPIs.

• Handle Audit Requests & Projects:

  • • Complete audit requests and assist with quality-related projects as needed.

• Conduct High-Level Evaluations:

  • • Ensure timely completion of high-level call evaluations and audits in accordance with quality standards.

Required Skills

• Strong Communication Skills:

  • • Excellent written and verbal communication skills, with the ability to present findings clearly and effectively.

• Customer-Centric Attitude:

  • • A strong focus on delivering customer satisfaction and maintaining high service quality.

• Collaborative Mindset:

  • • Ability to work effectively within a team environment, sharing knowledge and supporting colleagues.

• Fast-Paced Adaptability:

  • • Capable of thriving in a dynamic, high-pressure environment.

• Performance-Driven:

  • • Strong desire to meet and exceed measurable performance goals and KPIs.

• Self-motivation:

  • • Highly self-driven with a proactive approach to work and continuous improvement.

• Time Management & Organization:

  • • Strong ability to manage time effectively and stay organized in a fast-paced setting.

• Reporting & Analytical Skills:

  • • Proficient in tracking, analyzing, and reporting on performance data.

• Presentation Skills:

  • • Strong ability to present findings and insights in a clear and compelling way to various stakeholders.

• Technical Proficiency:

  • • Must possess experience in Microsoft Office Suite, especially Excel and PowerPoint.

Qualifications

• • Educational Qualification: A bachelor’s degree or equivalent experience is required.
• • Quality Assurance Experience: Previous experience in Quality Assurance and working in a contact center environment is essential.

About Fusion CX

Elevate your career with Fusion CX, where passion meets purpose. Join our team and become part of a culture that values integrity, teamwork, and excellence. You will be able to learn and develop with a global leader in customer service and a diverse team working for a renowned BFSI client as an English-speaking Customer Service Associate. With opportunities for advancement and a supportive leadership team, you will have the resources to succeed and grow. If you are in search of BFSI customer service associate jobs in Jamaica or seeking collection agent roles to elevate your career, join us as an English-speaking Customer Service Associate for the BFSI sector and be part of a transformational journey.

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