About the role
Quality Analysts function as subject matter experts who use their auditing skills to identify both positive and negative trends and propose solutions and improvements for the Flex I&O team to leverage. The ideal candidate will embody a relentless commitment to raising the quality and performance bar, demonstrating an appropriate sense of urgency and adaptability in response to evolving business needs.
Key job responsibilities
• Conduct thorough audits of Flex I&O cases to ensure stringent compliance and uphold high standards across all queues and markets
• Identify both positive and negative trends through expert analysis, proposing solutions and improvements to enhance team performance and quality
• Develop and deliver audit reports highlighting compliance rates, risk areas, and actionable recommendations
• Maintain an unwavering focus on detail and exhibit self-motivation in all tasks
• Adapt swiftly to changing business dynamics while maintaining high-quality output
• Collaborate effectively with Team Managers, Operations Managers, and stakeholders, leveraging strong interpersonal skills to drive continuous improvement
• Participate in calibration sessions to ensure consistent audit scoring across the team
• Ensure compliance with Flex/SLS policies, regulatory requirements, and established procedures across all markets
- 2 years experience as a Quality Analyst
- A strong sense of urgency and adaptability to navigate changing business needs
- Exceptional attention to detail, ensuring accuracy and compliance in all audits
- Action-oriented with a flexible problem-solving mindset
- Must be in Good Standing
- Familiarity with process improvement methodologies (Lean, Kaizen, Six Sigma) or instructional design and e-learning platforms
- Bilingual (Spanish, Japanese, Portuguese, French)
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