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Junior Contact Center Analyst – Quality Monitoring and Training
Tokio Marine Seguradora. Perform quality monitoring activities within contact center operations .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in quality monitoring and assurance within contact center operations, utilizing quality tools and artificial intelligence to enhance customer experience. Proficient in analyzing KPIs and preparing management reports, while effectively delivering training and supporting continuous improvement initiatives.
Highest-signal resume keywords
Quality MonitoringCustomer ExperienceTraining DevelopmentMicrosoft Office ProficiencyGenesys System Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality MonitoringQuality AssuranceTraining DevelopmentKPI AnalysisPerformance Reporting
Soft Skills
Behavioral Change InfluenceCommunication Skills
Tools & Technologies
Microsoft ExcelMicrosoft PowerPointArtificial Intelligence ToolsQuality Tools
Industry Keywords
Insurance Industry Experience
About the role
Key responsibilities & impact- Perform quality monitoring activities within contact center operations
- Listen to and evaluate customer interactions, identifying opportunities for improvement
- Prepare assessments of quality and performance deviations
- Develop, adapt, and update training materials
- Deliver or support operational training and refresher training sessions
- Analyze operational KPIs and performance reports
- Prepare management presentations and reports using Excel and PowerPoint
- Support continuous improvement initiatives using quality methodologies
- Translate analyses into action plans and monitor the implementation of improvements
- Act as a partner to operations, positively influencing behavioral change and improved results
Requirements
What you’ll need- Completed or ongoing higher education
- Intermediate proficiency in Microsoft Office
- Knowledge of artificial intelligence tools
- Knowledge of quality tools
- Experience in quality monitoring, customer experience, quality assurance, and training
- Knowledge of the Genesys system
- Experience in the insurance industry is a plus
- Availability to work in a hybrid model (3 days in the office and 2 days working from home)
Benefits
Comp & perks- Medical Insurance
- Dental Insurance
- Prescription Assistance
- Health Center with a multidisciplinary team of physicians, physical therapists, speech-language pathologists, and nurses
- Wellhub (formerly Gympass)
- Workplace Exercise Program
- Quick Massage
- Physiotherapy
- Meal Voucher
- Food Voucher
- 13th-Month Food Voucher
- Pregnancy Program
- Mom’s Room
- Baby Kit
- Extended Maternity and Paternity Leave
- Daycare/Nanny Assistance
- Social Services
- Life Insurance
- Funeral Assistance
- Transportation Voucher with special discounted rates
- Breakfast
- Convenience Store
- ATM (Santander)
- Private Pension Plan
- Payroll-Deducted Loan
- Financial Wellness App
- Highly attractive profit-sharing bonus
- Insurance discounts
- Discounts on shows at Tokio Marine Hall
- Waiver of Santander banking fees
- Tokio Indica discount platform
- Birthday Day Off
- Additional Days Off Based on Length of Service, starting at 5 years
- Educational Incentive
- Corporate University
- Name and Gender Marker Change Support for Transgender Employees