FBS Quality Consultant (Analyst) - Contact Center

1 month ago
Full-time
Junior
Quality Assurance and Testing
Capgemini

Capgemini

Capgemini is a global leader in consulting, technology services, and digital transformation, empowering businesses with innovative solutions and expertise to thrive in a rapidly evolving market.

Internet Software & Services
100K+
Founded 1967
$93M raised

Description

  • Evaluate quality of service, regulatory compliance, and adherence to established procedures for contacts and file handling.
  • Assess the potential customer impact of errors and the subsequent handling of the customer journey.
  • Plan and execute benchmark audits and targeted reviews across sites or teams, including data collection and scope definition.
  • Analyze audit results, assemble audit summary reports, and present findings and recommendations to local leaders and business partners.
  • Partner with business leadership to identify audit priorities, participate in calibration sessions, and provide consultative recommendations to improve work product.
  • Serve as team audit lead on a rotational basis, organize calibrations and re-audits, and complete secondary reviews of peer audits to ensure consistency.
  • Provide technical assistance on auditing tools and review methods, and assist Compliance with targeted reviews.
  • Train new team members and mentor potential successors; participate in audit closing conferences and ongoing improvement initiatives.

Requirements

  • High school diploma or equivalent required; Bachelor’s degree preferred.
  • 1–3 years of experience working in claims or a contact center.
  • Prior quality and call center experience.
  • Fluent English.
  • Experience as a Performance Coach or similar position preferred.
  • Experience in a supervisory position or team lead role preferred.

Benefits

  • Competitive salary with performance-based bonuses.
  • Comprehensive benefits package including grocery vouchers, savings funds, SGMM (as offered).
  • Private health insurance.
  • Pension plan.
  • Paid time off.
  • Career development, training, and professional development opportunities.
  • Dynamic and inclusive work culture within a global insurance group.
  • Note: benefits vary by employee level.

Interested in this position?

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