Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

ESSENTIAL SKILLS:

• A proven track record in performance improvement and coaching.
• Knowledge of the Customer Service sector – NPS, CSAT.
• Excellent listening skills and attention to detail – auditing and completing documentation.
• Strong analytical skills and an ability to recognise improvement areas.
• Ability to manage your own workload, work independently and contribute towards a great team spirit as part of a high functioning team.
• Engage with colleagues at all levels.
• A resilient and tenacious attitude with a flexible approach to support business needs.
• Call centre Quality Assurance Analyst experience (Desired)
• Excellent verbal, writing & communication skills.

• Monitor monthly calls, correspondence, and admin tasks against our Quality Marking Framework.
• Provide coaching and feedback to individuals to ensure continuous improvement whilst enhancing performance.
• Produce clear and concise documentation regarding performance discussions.
• Maintain up-to-date trackers to enable accurate performance analysis.
• Communicate with key stakeholders regarding individual performance.
• Comply with company standards and policies in line with our values.
• Adhere to quality and information security requirements to maintain ISO9001:2015 & ISO27001:2022 certification