Customer Support Quality Analyst/SME 
KEY ROLES:

• Review, assess, and report compliance on process / procedure requirements.
• Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with operations team to improve quality performance
• Conducts calibration with client counterparts and operating teams to ensure quality measure is aligned and understood.
• Works with Quality Manager on change management process, tools enhancements, and work flow amendments.
• Provide expertise and insight into complex areas of process workflows
• Act as subject matter expert on Tier 1 workflow policies and procedures
• Bring innovation ideas and help create work process standardization
• May create new solutions, leveraging and, where needed, adapting existing methods and procedures.

SKILLS EXPECTATION

• Quality Assurance – Advanced
• Communication Skills – Intermediate
• Reporting and Analytics – Intermediate
• Issue Management – Intermediate
• Training and Performance Support - Beginner
• Fluency in English
• Minimum C1 in French, German, Spanish or Portuguese