Specialist, Quality Assurance
Mexico DF, Distrito Federal, Mexico MX
QUALITY SYSTEM ADMINISTRATOR/SPECIALIST
The Quality Systems Administrator is responsible for maintaining site / program quality recordings solutions and ensures that call / customer interaction recording requirements are met / complied with. The quality systems administrator resolves quality system issues from an end-user level up to the program level and fulfills these in a timely fashion.
MAIN RESPONSIBILITIES
Quality Systems Support
Installation and troubleshooting of Quality Systems / Quality Recording Solutions (NICE, EyeQ360, Witness)
Regular monitoring of quality systems to ensure functionality and compliance to customer interaction recording requirements of each program
Communicated systems outages and quickly acts for its resolution
Ensures prompt escalation of issues / outages to Corporate Quality as needed
Generates customer interaction recording reports and ensures accurate reporting of data from quality systems
Proactively arrests customer interaction recording issues
Implementation of System Changes
Facilitates program requirement changes in customer interactions recordings
Facilitates user profile configuration as needed
Ensures quality recording systems are updated on program changes / requirements modification
Creates / builds / recommends quality evaluation form and setup in quality recording system / quality recording solutions
Adjusts system schedules for recording generation as needed
Creates and updates access for quality system users
End-User Support
Identifies severity of problem / recording issue raised and resolve / act accordingly
Prioritization of issues and fast response time for resolution
Readily communicates system issues, steps for resolution and system status
Answers queries on end-user systems use
Resolves end-user immediate concerns
Does end-user training as well as basic NICE administrator training
Able to resolve issues on allotted / normal turntime
On Call System Support
Flexibility in working in a fast paced mission critical operations environment
Immediately resolves system issues that are program impacting
Willing to work in varied hours for systems training, support, maintenance, testing and troubleshooting
Client and Customer Satisfaction
Conducts oneself professionally to both internal and external customers
Reports to work on the schedule defined
Consistently communicates with internal and external customers for system updates
Centered on program / client requirement in facilitating job tasks and responsibilities
