Senior Quality Analyst

Let's tomorrow, together.At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.Sound like the right fit? Your tomorrow looks bright at Ubiquity.Your Role:Your Role:Participates in design of call monitoring formats and quality standards.Performs call monitoring and provides trend data to the site management team.Uses a quality monitoring data management system to compile and track performance at team and individual level.Performs monitors of call, chat and email responses, depending on program needs.Participates in customer and client listening programs to identify customer needs and expectations.Provides actionable data to various internal support groups as needed.Coordinates and facilitates call calibration sessions for internal call center staff as well as external client calibrations.Provides feedback to call center team leaders and managers.Provides support to operations and training teams as needed through refreshers, phone time, review of escalations, etc.Elaborates and participates in weekly, monthly and quarterly business reviews to review performance.Perform other duties as assigned.Knowledge, Skill Set & Qualifications Required2-3 years Call Center Experience1-2 years Quality Analyst Experience a plusBachelor Degree a plusExcellent verbal, written and interpersonal communication skills;Outstanding customer service skills and dedication to providing exceptional customer care;Must be self-motivator and self-starter;Focus on quality and customer service;Exceptional listening and analytical skills;Solid time management skills;Must be able to effectively deal with people at all levels inside and outside of the Company;Creative ability & writing proficiency;Ability to multitask and successfully operate in a fast paced, team environment;Must adapt well to change and successfully set and adjust priorities as needed;Must be proficient with Microsoft Office (intermediate Word, basic Excel);What we do.Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation, and is proudly certified as a Great Place to Work®.Come as U are, because U Matter at Ubiquity.We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone can contribute their ideas and feels free to be their most authentic self.