At Alorica, we only do one thing – make lives better, one interaction at a time. We're a global leader in customer service and experience, serving the world's biggest brands – the ones you love and use every day!

Our team spans hundreds of locations around the globe, with over a hundred thousand awesome employees…and you could be the next one!

Summary

Under general supervision, conducts audits, analyzes reports and communicates quality trends, variances, strategies and provides coaching feedback.

Key responsibilities

• Performs comprehensive audits of phone based customer interactions to assess adherence to quality control practices and compliance standards.
• Engage in regular collaboration and calibration sessions with internal production teams and clients to ensure alignment with existing protocols and to integrate new improvements for enhanced consistency.
• Monitor, record, and analyze instances of non-compliance or process failures, promptly escalating them to relevant departments for investigation and remedial action.
• Apply advanced problem-solving techniques to identify, address, and rectify quality-related challenges, contributing to the continuous enhancement of customer satisfaction.

Experience, Knowledge, Skills & Abilities

• Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance.
• Desirable experience collecting, organizing, and analyzing data, including generating reports and using spreadsheet applications.
• Basic knowledge working with Microsoft Office, especially Microsoft Excel.
• Ability to effectively manage time, and strong analytical skills.
• B2+ English level required with great spoken and written communications skills.