Quality AnalystThomson Reuters

Primary Objectives:
The Quality Analyst is responsible for supporting the Customer Support Organization Quality Program.
The Customer Support Organization Quality Program is designed and delivered with the specific intent of developing and promoting the organization's quality assurance. The position requires the skills needed to promote, teach, and improve the organization's quality initiative, evaluate the organization's customer contacts pursuant to quality standards, and assist and partner with organization managers to identify and assess service performance trends.
Major Areas of Accountability:
The Quality Analyst is responsible for...
assisting in monitoring the organization's quality program to determine overall effectiveness and develop ongoing enhancements and improvements
evaluating customer contacts and providing detailed and meaningful feedback and coaching suggestions to organization managers
developing effective communication vehicles to ensure quality program is fully understood and appropriately valued by the representatives, managers, and other stakeholders
facilitating quality sessions with agents and calibration sessions with managers
analyzing quality evaluation data and identifying trends at the agent, team, and department level
Performing other related duties and projects as assigned
Essential Job Functions/Requirements
evaluate organization customer contacts pursuant to quality guideline and provide meaningful feedback for managers
work with Quality Program Manager and organization managers to identify quality improvement opportunities across the organization
lead quality and calibration sessions to ensure quality goals and objectives are being achieved across the organization
identify trends in the organization's quality at agent, team, and department levels through data analysis
Leverage technology to design and deliver materials, presentations, videos, podcasts, etc. to supplement Quality Program skills and reinforce positive behaviors
plan and implement projects by developing action plans, obtaining resources, and completing assignments in a timely manner to ensure learning goals are achieved
complete all projects in an efficient manner, always evaluating the value of the project to the business to determine the appropriate time and resources to devote to the project
communicate effectively by expressing thoughts and ideas in a clear, concise and compelling manner
model personal development by actively identifying new areas for one's own personal learning; regularly create and take advantage of learning opportunities; apply newly gained knowledge and skill on the job
Qualifications
BA or BS required
Strong technical knowledge including understanding workflow systems, Thomson Reuters' products, Windows, Word, Excel, PowerPoint, Outlook etc.
2+ years progressive experience in training and/or quality is preferred
Strong business acumen and leadership experience
Ability to produce large quantities of work within short timeframes when necessary
Must have superior self-directed time management skills
Must be able to originate a creative and innovative approach to customer support quality needs
Must have excellent communication skills along with demonstrated coaching and mentoring skills
Working knowledge of Thomson Reuters products and Calabrio is helpful
Knowledge and Skills
Excellent written communication skills. Proven business writing skills and skilled use of vocabulary, grammar and letter structure
Strong listening skills, seeks clarification and complete understanding of an issue prior to action
Builds on-going business relationships within and outside of the customer support areas
Utilizes discretionary decision-making to effectively achieve outcomes beneficial to all departments
Strong analytical skills to identify and provide solutions to potential training/quality opportunities that may be systemic to the organization
Open, honest, professional, displaying confidence and courage in difficult and diverse situations
Detail oriented, self-motivated, and able to work independently
Able to organize, schedule, and manage workload while meeting deadlines
Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
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Accessibility
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
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Thomson Reuters

Taguig City, Metro Manila
Permanent
Full-time