Quality Analyst (Quality Auditor)

About the role

HP Americas Customer Care Center is looking for a Quality Auditor (Quality Analyst) to evaluate recorded customer interactions with call center agents and complaint escalation teams. The role assesses compliance with customer experience and COPC protocols and quality parameters, grades employees, highlights coaching opportunities and helps improve the service Net Promoter Score (sNPS).

Key responsibilities

• Perform quality audits and lead or support end-to-end customer experience improvement efforts, such as the Chevron program.
• Communicate audit results to individual agents and contact center management.
• Interact with outsourced partners and suppliers where needed.
• Identify opportunities for process improvement and cost reduction.
• Become an expert in recording systems, monitoring procedures and COPC CX standards, and implement industry best practices.
• Analyze call quality and performance trends and recommend improvements.
• Give constructive, respectful feedback and set up formative assessments.
• Contribute to long-term strategic improvements of the QA program and deliver metric scorecards to the contact center.

Required profile

• 2-4 years of relevant experience in contact center or quality monitoring work.
• Bachelor's degree or equivalent preferred.

Required skills

• Good analytical, statistical and problem-solving skills.
• Basic understanding of industry and internal quality standards and methodologies.
• Intermediate-advanced Microsoft Excel and PowerPoint.
• Mastery of English and the local language.