Quality Analyst

Quality Analyst

Description -

Description -

HP is the leading printing and personal systems technology company in the world, and we are here to create technology that makes life better for everyone, everywhere. Our technology and services help people and companies address their problems and challenges, and realize their possibilities, aspirations and dreams. We apply new thinking and ideas to create more simple, valuable and trusted experiences with technology, continuously improving the way our customers live and work.

The HP Americas Customer Care Center organization works hard at enabling an effortless customer support experience that is second to none. Letting customers know they're valued and making sure all other parts of our business understand what customers are thinking. We're here for our customers. Putting them first and foremost. We don't exist without them. Customers drives our business, and we are committed to make them HP fans!

This fast-paced and dynamic Quality Auditor position is responsible for evaluating recorded customer interactions with the call center agent and complaint escalation teams to assess compliance with established customer experience / COPC protocols and quality parameters. Quality Auditors grade the employees and highlight coaching opportunities on the issues that require improvement to enable a world-class customer experience. The team establishes Key Performance Indicators (KPIs) and reporting based on the CS Americas Center of Excellence strategy and overall service Net Promoter Score (sNPS) improvement goals. Will also contribute to the identification and prioritization of process improvements in the Quality Audit Program, as well as delivering relevant ongoing communications and metric scorecards to the contact center.

Responsibilities

1.Responsible for performing quality audits and leading/supporting end-to-end customer experience improvement efforts, such as the Chevron program.

2.Communicates audit results to individual agents and contact center management.

3.May interact with outsourced partners and suppliers.

4.Proactively identifies opportunities for process improvement and cost reductions opportunities.

5.Become an expert in recording systems and monitoring procedures used in keeping track of call quality and methods for improvement.

6.Become an expert in COPC Customer Experience (CX) standards, specifications and guidelines and implement industry best practices.

7.As required, perform analyzation of call quality and performance trends and provide recommendations for future improvement.

8.Providing founded feedback through both criticism and praise in a respectful, clear, and consistent manner. Highlight achievements as well as mistakes and set up methods of formative assessment to evaluate work.

9.Contribute to the long-term strategic improvements in the overall QA program.

Education and Experience Required:

2-4 years’ relevant experience in related contact center or quality monitoring work

Bachelor's Degree or equivalent preferred

Knowledge and Skills:

• * Good analytical, statistical and problem solving skills.
• Basic understanding of industry and internal quality standards and methodologies.
• Good written and verbal communication skills; mastery in English and local language.
• Intermediate-advanced level in Microsoft Excel and PowerPoint

• Strong written and verbal communication; mastery in English

Good analytical,

• statistical and problem-solving skills.

• Basic understanding of industry and internal quality standards and methodologies.

Job -

Quality

Schedule -

Full time

Shift -

No shift premium (Costa Rica)

Travel -

No

Relocation -

No

Equal Opportunity Employer (EEO) \-

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"