Quality Analyst for Google Cloud Based in Barcelona

Staff Management

Monitor and report team technical quality performance (correct call treatment, case treatment.)
Give advisors and coaches feedback on their individual performance to improve and motivate their daily work
Motivate team members to improve or surpas themselves
Participate on regular meetings to give feedback on team performance, inform on new quality procedures, upcoming changes
Request management team for assistance in any of the tasks.
Provide 2 case/call reviews per agent per month
Provide 5 case scrubs per agent per month

Ensure accuracy of CSAT metrics:
* Compliance check for all force close request
* Compliance check for Non-Core requests

Ensure accuracy of PPH metrics:
* Compliance check for case creation
Analyze DSAT of all cases that receive a review of 5 or less starts
Coach agents 1:1 on all quality related topics
Group coaching for widespread QA problems
Follow up feedback submitted to go/red-flag

*Customer Contact
Weekly Business review meetings
Maintain contact with the customer regarding cases, new procedurees, applications, tools…(under demand from Management)

*Organization
Develop strategies for improvement of results
Perform other tasks/duties as assigned by managment depending on service needs

*Reporting
Collect metrics, analyze these and report to customer / upper management
Provide other reports to management, as needed.
Review of the data with the Quality Leader and support by preparing actions accordingly