As a Sales Ops Quality Analyst with Ukranian and Russian, you will play a crucial role in ensuring the highest standards of quality within our managed services processes. You will be responsible for performing quality audits, providing constructive feedback, and driving continuous improvement initiatives to enhance agent performance and operational efficiency. The Quality Analyst Resource will work closely with delivery, Delivery excellence, capability development and transformation teams to foster a culture of excellence and innovation.

Key Responsibilities:

· Complete quality audits of agent transactions each month per agreed schedule.

· Provide timely, relevant, and possibly sensitive feedback to agents and their team manager.

· Create and complete Quality Assurance reports and distribute them to stakeholders.

· Analyze quality results and provide training, process, and quality improvement recommendations.

· Participate in internal and external client meetings regarding quality processes, the quality form, or quality improvement initiatives.

· Participate in and/or manage monthly calibration sessions with internal stakeholders and/or the client.

· Improve agent performance through the completion of side-by-side coaching.

· Maintain all quality assurance metrics.

Requirements:

· At least 2 years+ of experience in Quality.

· Ukranian and Russian Language Level of B2.

· Excellent communication skills.

· Good analytical thinking.

· Experience in quality auditing.

· Strong communication and interpersonal skills.

· Attention to detail and a high level of accuracy in work.

· Ability to work independently and as part of a team.