Quality Analyst job at Mogo

Background

Mogo is a leading financial services provider committed to empowering individuals and businesses. We are dedicated to innovation and customer satisfaction, and we are looking for a talented Quality Analyst to join our dynamic team. This role is crucial in ensuring the highest standards of customer experience within our vehicles department.

Responsibilities

The Quality Analyst will be responsible for monitoring and evaluating customer interactions, identifying areas for improvement, and contributing to the development and delivery of training programs. This role requires a keen eye for detail and a commitment to excellence.

Qualifications and Experience

The ideal candidate will possess a bachelor's degree in any discipline from a recognized university and have a minimum of 8 months of experience in a Call Centre environment. Excellent knowledge of the quality analyst role, strong leadership capabilities, high confidence, and effective communication skills are essential. The ability to conduct refresher and developmental trainings efficiently and a focus on developing and influencing others are also key requirements.

• Monitor and evaluate customer interactions.
• Identify areas for improvement in customer experience.
• Contribute to the development and delivery of training programs.
• Ensure adherence to quality standards.
• Provide feedback to team members and management.

• Excellent knowledge of the quality analyst role
• Excellent leadership capability
• High level of confidence
• Ability to establish communication with others
• Ability to handle refresher and developmental trainings efficiently
• Focus on developing and influencing others

• Bachelor's degree of any discipline from a recognized University
• A minimum of 8 Months in Call Centre