Vendor Quality Control Analyst jobs in Mcallen, TX

Duties/Responsibilities:

• Evaluate to ensure that all required processes and guidelines are followed to ensure the delivery of the highest levels of customer experience while driving quality to outperform our critical targets.

• Attend call audit workshops, monitor calls as prescribed guidelines, provide feedback to the management team, identify, and highlight modes in the process; and identify unethical practices/behaviors.

• Submit necessary additional requests from the quality control department to support operations.

• Participates in the design of call monitoring formats and quality standards.

• Performs call monitoring, identifies, and reports trend data; and prepares and analyzes internal and external quality reports for management staff review.

• Uses quality monitoring data management system to compile and track performance at team and individual level.

• Provide coaching and feedback related to evaluated transactions to team members.

• Participates in customer and client listening programs to identify customer needs and expectations.

• Works collaboratively with the client during calibration sessions ensuring the QA.

• Coordinates and facilitates call calibration sessions for call center staff on key metrics to improve performance.

• Respond promptly to all escalations made by the contractual client or the final client via telephone, email, text messages or chat.

• Service customers via phone, email, and chats as and when required.

• Punctuality and attendance are essential in this role.

• Perform other duties as assigned.