3M has a long-standing reputation as a company committed to innovation. We provide the freedom to explore and encourage curiosity and creativity. We gain new insight from diverse thinking, and take risks on new ideas. Here, you can apply your talent in bold ways that matter.
Descrição do trabalho
3M is looking for passionate and driven Quality Assurance Analyst to provide support for the Customer Operations team in the Global Service Center.In this role, you are expected to perform call monitoring and provide actionable insights. Through call monitoring, a QA Analyst will gather information to help improve agent performance. They will also be responsible to have an impact in Talent development and coaching practices of the operation.
Responsibilities will include, but not be limited to the following:
Conducting process audits, identifying gaps, providing feedback to agents and/or auditors
Repairing, collecting, analyzing process performance data and share this with Operations to formulate plans to increase customer satisfaction
Deploying designed processes within defined timelines, tracking, and measuring performance to ensure controls are suitably deployed
Conducting calibration and feedback sessions and creating and implementing sampling plan,
Identifying process, engagement level risks by performing necessary audits
Analyzing customer escalations and formulating improvement plans with corrective and preventive actions
Reporting of key trends, performing deep dive analysis and collaborating with stakeholders to share critical insights for further action/ analysis.
Formulating action plans in order to reduce customer escalations and work in their deployment.
Identify root cause and areas of improvements in the process audited. Provides ideas for process improvements to enhance process efficiency, quality and customer experience.
Basic Qualifications:
University degree completed or currently in progress
Advanced English (oral and written)
3+ years of experience working in call center/contact center in a quality assurance role or similar.
Demonstrated working knowledge with various QA methodologies and tools.
Meticulous attention to detail; ability to juggle many tasks in parallel without lowering the quality bar.
Excellent written and oral communication skills
Microsoft Excel expertise
Preferred Qualifications:
Power BI knowledge is a plus
Must be able to adapt easily to rapid change and work well independently and with teams
Demonstrated problem solving, aptitude and analytical skills
Supporting Your Well-being
3M offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, 3M regularly benchmarks with other companies that are comparable in size and scope.
Imagine your future in 3M
At 3M, inspiration happens daily. Here, science is how the magic happens. Except it is not magic, it is the right science, applied in the right way by the people of 3M. Here, your ideas help shape everyday lives around the globe. Here, you matter. You inspire. Challenge. Create. Thrive. Here, you go. Apply now and discover inspired opportunities!
Learn more about 3M’s creative solutions to the world’s problems at www.3M.com or on Twitter @3M.
3M es un empleador que ofrece las mismas oportunidades. 3M no discriminará a ningún solicitante de empleo por razones de raza, color, edad, religión, sexo, orientación sexual, identidad o expresión de género, origen nacional, discapacidad o estado de veterano.
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