# FBS Quality Consultant (Analyst) - Contact Center

**Company**: Capgemini
**Location**: Brazil
**Work arrangement**: remote
**Experience**: mid
**Job type**: full-time
**Category**: Operations
**Industry**: Finance
**Wikidata**: https://www.wikidata.org/wiki/Q1034621

**Apply**: https://jobs.workable.com/view/89mGsAqcjT9af7DPnRXHie/remote-fbs-quality-consultant-(analyst)---contact-center-in-brazil-at-capgemini
**Canonical**: https://yubhub.co/jobs/job_b742479e-1ac

## Description

Evaluates business unit performance and quality of contact, processing and/or file handling. Consults with business unit to identify primary opportunities impacting quality and recommends course of action to correct unfavorable performance. Leads and executes all aspects of evaluations on a rotational basis, for specific and/or multiple locations. This also includes presentation of results and information to business partners and leaders.

Essential Job Functions:

- Evaluates quality of service, regulatory compliance and adherence to established procedures in relation to contacts.

- Evaluates potential impact of errors made on the customer and subsequent handling of the individual customer’s journey.

- Contributes to benchmark audits and targeted reviews.

- Identifies trends and recommends priority action items essential for the business to improve the experience for customers and subsequent handling.

- Partners with leadership to identify targeted audit needs for individual sites or teams.

- Works independently to execute the audit based on the agreed upon scope, analyze the audit results, write audit summary reports, and communicate results to local leaders.

- Consults with business to identify top opportunities and recommends actions to improve work product and business results.

- Regularly partners with business leadership in meetings and calibration sessions to provide consultation and recommendations, including delivery of communication when needed.

- Provides technical assistance to the business with auditing tools, or other applicable technology, and provides suggestions on audits completed by supervisors and other reviewers.

- May serve as team audit lead on a rotational basis.

- Organizes and obtains pertinent data, communicates expectations to peers, and arranges internal calibrations and re-audits.

- Analyzes audit data and assembles audit summary reports for leadership distribution.

- Participates in audit closing conferences with leadership.

- Completes secondary reviews of peer audits to ensure internal consistency of work.

- Assists Compliance with targeted reviews.

- Trains new members and mentors potential successors. Performs other duties as assigned.

## Skills

### Required
- Quality and Call Center experience
- Fluent English

### Nice to have
- Experience in a Performance Coach or similar position
- Experience in a Supervisory position or team lead role