Vista de conjunto

Equifax – Heredia – Duties & Responsibilities Execute quality control procedures (audits) for supported programs in accordance to the SSC CR Q framework and guidelines Analyze Quality data in order to find gaps and critical issues that need to be addressed ASAP Report quality results to Q Supervisors and Ops Staff in regular basis Create and follow up coaching processes for Q low performers and follow up progress in conjunction with Team Lead Provide feedback in regular basis to supported agents Keep up to date SOPs and execute Q initiatives for supported programs Coordinate and attend calibration meetings with Quality Supervisor/Lead and business owners and/or external vendors, as needed Meet quality KPI’s for all supported functions Maintain an assertive communication; keep day to day effective contact with agents, Team Leads and Supervisors for Quality purposes During the evaluation of the calls the QC Analyst have to verify if agents properly satisfied the customer’s request following th…