Portuguese Call Monitoring and Quality Analyst

1 - 3 years
Finance
Full Time
United States
San Antonio, TX

In this position, you will be part of O2C – Credit, Collections, Cash Applications & Invoicing Quality and Auditing team. Some of the responsibilities will include:

  • Customer Success Quality Framework
  • Time to Respond & Time to Resolve Audits
  • Transactional Audits
  • Process Health Audits
  • Email Audits
  • Service Portal Audits
  • Voice Call Audits
  • Voice Mail Audits
  • Root Cause Analysis
  • Quality Engagement Programs
  • Process Initiatives
  • Input to Ops & Training
  • Ensure compliance of Oracle Policies
  • Establish standards, systems, policies & procedures
  • Investigate customer complaints and non-conformance issues
  • Act as a catalyst for change and improvement in performance and quality
  • Collect, compile, record, analyze and communicate statistical quality data
  • Prepare reports to communicate outcomes of quality activities
  • Analyze data to identify areas for improvement in process & quality system
  • Evaluate audit findings, develop, recommend and monitor corrective and preventive actions
  • Identify training needs and organize training interventions to meet quality standards
  • Coordinate and support New Hire Training through innovative quality interventions
  • Monitor risk management activities

 

RELEVANT EXPERIENCE & SKILLS

  • Has minimum of 2+ years of overall work experience along with experience in a quality and auditing role. (Preferably in a financial/collections environment)
  • Bilingual – Excellent written and verbal communication skills in English and Portuguese.
  • Familiarity with statistical applications or functions. Experience in collecting statistical data.
  • Extensive experience working with Excel, along with other MS Office tools

Kevin Sheehan
[email protected]

Oracle Job # 19000X1F

As part of Oracle’s employment process candidates will be required to complete a pre-employment screening process, after a conditional offer has been extended.

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