Role Overview
Siox Global is seeking a dedicated Quality Specialist for our team. The person will be responsible for evaluating and ensuring the quality of customer interactions, transactions, and processes handled by the Siox team. The role involves monitoring calls, emails, and chat interactions, identifying areas of improvement, and working with team leaders and agents to enhance performance and service standards.
Key Responsibilities
- Monitor and evaluate inbound/outbound calls, chat, or email interactions based on predefined quality parameters.
- Provide detailed feedback and coaching to agents to improve performance.
- Conduct regular audits of processes and transactions to ensure adherence to company policies and customer requirements.
- Maintain and update quality audit reports, dashboards, and trend analyses.
- Collaborate with training and operations teams to improve agent performance and overall process quality.
- Identify gaps in process, training, or performance and recommend corrective actions.
- Participate in calibration sessions with clients and internal stakeholders to align on quality standards.
- Ensure compliance with company standards, regulatory requirements, and client expectations.
Required Qualifications
- Bachelor's degree or equivalent work experience.
- 2+ years of experience as a Quality Analyst/ Call Audit/Assurance.
- Strong knowledge of quality assurance methodologies and tools (e.g., Six Sigma, QA scorecards).
- Excellent communication, listening, and analytical skills.
- Proficiency in MS Office (Excel, PowerPoint, Word).
- Experience with quality monitoring tools (e.g., NICE, Verint, etc.) is a plus.
- Ability to work independently and as part of a team.
- High attention to detail and strong problem-solving abilities.
Key Competencies
- Customer Focus
- Analytical Thinking
- Attention to Detail
- Coaching and Feedback
- Process Orientation
- Team Collaboration
Language Requirements
- Excellent verbal and written communication skills in English.
- Ability to communicate complex analytical findings to both technical and non-technical stakeholders.
Disclaimer
This job description is intended to describe the general nature and level of work performed in this role. It is not intended to be a comprehensive list of all duties, responsibilities, or qualifications. Responsibilities may change based on business needs.
About the Company
SIOX Global is a global provider of technology solutions and business process services. The company delivers innovative solutions across multiple industries and is committed to helping clients improve operational efficiency through technology, analytics, and digital transformation. Employees benefit from a collaborative work environment that encourages innovation, continuous learning, and professional growth.
