Quality Assurance Associate Iii

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them.
- You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

**”Know your customer” Customer Experience Quality Analyst in finance**

**_ Enjoy and contribute to a positive, employee-friendly culture by monitoring and coaching a team of remote-operating professionals supporting our clients._**
**_Have access to advanced training and coaching, excellent career opportunities, a great culture and great benefits_**
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**Join our team as a Quality Analyst**
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- Join a team that helps clients while being a part of a supportive culture that celebrates team successes.

**Role Purpose**
- To monitor and coach the teams of Customer Experience associates for optimal service within the “Know Your Customer” framework and its requirements for our financial services client. Your team will handle inbound and outbound voice contacts and potentially other channels.

**Key Accountabilities**
- Monitoring and scoring calls in the required amounts by policy
- Providing input and documentation for coaching
- Coaching, in shared responsibility with the supervisor
- Developing and following tailored personal coaching plans for our employees
- Quality/compliance performance of the team, and reporting on this
- Perform auditing activities for quality, finance, IT, risk assessment etc.
- Check, forward and chase escalated customer cases

**Core Skills**
- Ability to work independently, self-management
- Communicating with internal stakeholders
- Coaching skills and empathy
- Ability work in a modern IT environment and basic data analytical/software skills

**Requirements**:

- To be successful in this role you will:

- Have 1+ years of experience in a coaching role in a contact center environment
- Be familiar with common contact center software platforms
- Have a higher education diploma or equivalent experience
- Be able to successfully pass a criminal background check
- Speak English at B2 level or higher as well as native Spanish/German, both would be a unique advantage in this role highly appreciated by Conduent.
- Be familiar with and culturally sensitive to US based institutions

**Working with us**
- Join a rapidly growing organization that can support your career goals.

**Working for you**
- What you get:

- Work-from-home flexibility
- Career Growth Opportunities
- Full Benefit Options
- Flexibility in organizing the team environment for performance
- Making impact by creating another Conduent great work environment
- Improve your coaching, management and leadership skills
- Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
- At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent._