QA Analyst

You will act as an independent guardian of service standards within the business, assessing and understanding the quality of our service delivery to members. You will work alongside the Training, Client Services, Operations and CX teams to ensure we consistently improve in line with corporate requirements as well as our vision to become the most trusted company in the world delivering personalized services to individuals.

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

1. Manage Ten LAC QA (Quality Assurance) standards and processes.

• Manage the QA process from all corporate schemes to ensure calls and requests are monitored and scored on time each month within each team. This will require:

- Selecting calls and requests to be monitored each month

- Setting up call and request monitoring tasks to be completed in each team

- Working with the allocator to ensure these are delegated and completed on time

• Organize and manage call listening sessions directly with Client

• Work with the training team to ensure all corporate program-specific expectations are understood and communicated to TMs, LMs and the rest of the Ops team.

• Handle administrative support activities, which include, but are not limited to answering inquiries, maintaining calendar and reservations, distributing information (reports), and sending/receiving mail.

• Manage new programs as they apply to quality.

• Assisting in other activities when needed.

2. Report to the accounts and Ten on QA trends to drive service improvements.

• Prepare monthly QA results in a format ready to present to the Account Manager and Head of Service Quality that will deliver to clients.

• Create trend reports based on QA results and ensure they are communicated back to TMs, training, and OPS teams to enable them to drive informed and targeted service improvements.

• Weekly reports sent to LM´s.

• Preparing and providing analytical data and reports to Operations, Client Services, and other support groups within Ten.

• Audits for corporate schemes.

3. Identify opportunities and work with the training team to drive service improvements.

• Coach TM’s/LM’s on client requirements for service improvement

i. Ongoing, weekly specialist team huddles for specific updates on SI

• Report back to the business on your areas of responsibility and contribute to the ongoing review and documentation of best practice business processes and standards.

• Contribute to a monthly forum with Operations Manager and key stakeholders (would include client services, operational TM, Training) to identify and understand opportunities to improve (trends) within the business.

• Seek to prioritizes the issues that will make the biggest improvements to service quality that will be noticed by the client and the member.

• Work with the service delivery teams to put solutions in place.

• Assess the success of changes made through targeted quality audits.

• Where appropriate, lead on projects that improve the service across teams and schemes.

• Attend train the trainer and regular refresher sessions to build and maintain your knowledge of corporate programs

• Liaise with the operations teams to determine program training required for existing team members and new starters prior to onboarding

• Deliver training with a focus on practical learning, running group role-plays and test calls based on real-life scenarios if needed.

• Assist in creating new coaching techniques, training material and programs to drive improvements.

• Bachelor’s degree or an equivalent combination of education and experience

• At least two years of experience as QA Analyst
• Language requirement both proficiency in local language (Portuguese and advanced English) (B2) both written and spoken. Spanish as a plus.