About the Job:The incumbent will be responsible for quality scores s/he will assist the Training and Quality Manager in setting quality standards across the Sama work streams Key Responsibilities: Analyze agents’ work output against guidelines/standards and provide feedbackIdentify agents’ strengths and WeaknessesProvide feedback to Team Leaders on identified areas that individual members of the team need to improve on for coaching.Compile and send daily, weekly and monthly quality reports and send to the Quality Analyst Supervisor and other relevant stakeholders.Liaise with Team leaders to ensure that feedback and the identified quality gaps are addressed with the individual/team members.Collaborate with Operations to ensure that best standards are revised and updated where need be.Provide feedback and recommendations on recurring and widespread gaps that should be addressed through training/refresher trainings.Keep an up-to-date record of individual agents quality performance for use in performance reviewsParticipate in team briefings to provide the QA objective and also sit in calibration sessions Minimum Qualifications:Minimum of a Diploma in a business related field.Minimum of 3 years of experience assisting with the implementation of complex operational procedures including creation/delivery of classroom-style training and documentation in a busy contact center.Experience in both data and voice accounts will be advantageous. Preferred Qualifications:Passion for providing 1:1 support to people with accuracy and empathy.Exceptional attention to detail and nuance.Planning, organizing, reporting and analysis skills.Fast learner with the ability to break down complex information into simple concepts.Track record of developing and maintaining expertise on corporate policies and/or community standards.Demonstrated ability to perform well in a highly dynamic and rapidly changing environment.Strong critical thinking and problem solving skills.Ability to multitask and work independently in an unstructured environment.Strong interpersonal skills.Conflict prevention and resolution skills.Fully computer literate on MS programs. Application deadline is March 23, 2021. Only shortlisted candidates will be contacted. About Sama:25% of the Fortune 50 trust Samasource to deliver secure, high-quality training data and validation for the technology teams driving humanity forward. From self-driving cars to smart hardware, Samasource fuels AI. Founded over a decade ago, we’re experts in image, video and sensor data annotation and validation for machine learning algorithms in industries including automotive, navigation, AR/VR, biotech, agriculture, manufacturing, and e-commerce. Our staff are driven by a mission to expand opportunity for low-income people through the digital economy, and our social business model has helped lift over 50,000 people out of poverty. Check us out on the BBC!Samasource Press Page Our Culture:Samasource is quite unique. We are a technology company with a social mission. People that thrive in a high growth environment, love working on the bleeding edge of technology, and really care about having a positive impact on the world are a great fit for the Samasource culture. Our core values are grit, integrity, humanity, and GTD (Get Things Done). Our Benefits:Samasource offers competitive compensation commensurate with experience and a full benefits package, including: medical, pension scheme, annual leave, paid disability insurance, and professional development opportunitiesAt Samasource, we pride ourselves in being a diverse and equal opportunity employer.
