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
kevin.m.sheehan@oracle.com
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.
