Portuguese Call Monitoring and Quality Analyst

In this position, you will be part of O2C – Credit, Collections, Cash Applications & Invoicing Quality and Auditing team. Some of the responsibilities will include:

• Customer Success Quality Framework
• Time to Respond & Time to Resolve Audits
• Transactional Audits
• Process Health Audits
• Email Audits
• Service Portal Audits
• Voice Call Audits
• Voice Mail Audits
• Root Cause Analysis
• Quality Engagement Programs
• Process Initiatives
• Input to Ops & Training
• Ensure compliance of Oracle Policies
• Establish standards, systems, policies & procedures
• Investigate customer complaints and non-conformance issues
• Act as a catalyst for change and improvement in performance and quality
• Collect, compile, record, analyze and communicate statistical quality data
• Prepare reports to communicate outcomes of quality activities
• Analyze data to identify areas for improvement in process & quality system
• Evaluate audit findings, develop, recommend and monitor corrective and preventive actions
• Identify training needs and organize training interventions to meet quality standards
• Coordinate and support New Hire Training through innovative quality interventions
• Monitor risk management activities

RELEVANT EXPERIENCE & SKILLS

• Has minimum of 2+ years of overall work experience along with experience in a quality and auditing role. (Preferably in a financial/collections environment)
• Bilingual – Excellent written and verbal communication skills in English and Portuguese.
• Familiarity with statistical applications or functions. Experience in collecting statistical data.
• Extensive experience working with Excel, along with other MS Office tools

Kevin Sheehan
[email protected]

Oracle Job # 19000X1F

As part of Oracle’s employment process candidates will be required to complete a pre-employment screening process, after a conditional offer has been extended.