Quality Analyst Fleet Management

Quality Analyst Fleet ManagementDescription -The Quality Analyst is responsible to deliver, sustain and improve world-class quality processes, metrics, tools, and solutions for pMPS IMACD operations and will report into local operations team.The QA will also contribute to the identification and prioritization of process improvements in the Quality Audit Program, as well as delivering relevant ongoing communications, training, coaching and quality results to the Fleet management team. Responsibilities: Responsible for performing quality audits and leading/supporting end-to-end customer experience improvement efforts.Communicates audit results to individual IMACD specialists and IMACD management. Proactively identifies opportunities for process improvements and automations and executes continuous improvement projects.Acts as expert of the end-to-end IMACD process and support team members by answering questions related to the operational process.As required, perform deep dive of IMACD cases and performance trends and provide recommendations to leadership for future improvement. Provides founded feedback through both criticism and praise in a respectful, clear, and consistent manner. Highlights achievements as well as mistakes and set up methods of formative assessment to evaluate work. Contribute to the long-term strategic improvements in the overall QA program. QualificationsTypically, 2-4 years’ relevant experience in related contact center or quality monitoring work First-level university degree or equivalent experience.Ability to work under pressure and independently.Strong research and analytical skillsTime Management Skills- Prioritize what is urgent, critical, etc.Basic project management skills.Knowledge and Skills: Intermediate understanding of HP MPS businessExcellent analytical, statistical, and problem-solving skills.Basic understanding of industry and internal quality standards and methodologies. Excellent written and verbal communication skills; mastery in English and local language.Intermediate-advanced level in Microsoft Excel and PowerPoint Ability to collaborate and network with other groups and functions to reach business objectives, in support of the customer/partner requirements.Ability to establish and maintain good relationships with external customers partners on peer level and one level above.Job -Sales OperationsSchedule -Full timeShift -No shift premium (Costa Rica)Travel -Relocation -EEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.