.Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.This is an exciting opportunity to join an award-winning company as a Quality Assurance Analyst to support a client in the Financial Sector. There is no better time to join this growing team while working remotely from the comfort of your home.Would you consider yourself a well-rounded individual that enjoys dealing with people? Are you looking for a challenging position that will draw upon your attributes, skills and experience? As a Quality Assurance Analyst, you will be required to review the customer contacts and evaluate performance against our Quality Marking Framework, to ensure compliance.Contract 6-month Fixed Term ContractHours of work Monday - Friday, 8 AM - 6 PMLocation Remote (Spain)Essential skills Excellent written and spoken French and English language is essentialAttention to detail - auditing and completing documentationCoaching experience preferentialStrong analytical skills and an ability to recognise improvement areasAbility to identify, build and implement process improvement to deliver improved customer experienceAbility to manage your own workload and work independentlyEngage with colleagues at all levelsComply with company standards and policies in line with our valuesWhat you'll be doing Monitor and analyse calls and admin tasks against our Quality Marking Framework.Provide coaching and feedback to Agents to ensure continuous improvement and delivering the best customer service experience.Produce clear and concise documentation regarding performance discussions.Maintain up-to-date trackers to enable accurate performance analysis.Communicate with key stakeholders regarding individual performance.Comply with company standards and policies in line with our values.Proactively develop your own and other skills and knowledge through effective use of systems.Share knowledge gained with team through effective knowledge transfer.Resolve high level complaint issues ensuring the customer is satisfied and that the issue is resolved in an efficient manner.Test new tools and services for the client as required.Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.At Conduent, we value the health and safety of our associates, their families and our community
