Process Improvement Analyst
4 days ago
About Toll Group
Toll Group is a leading logistics and transport company that has been supporting its customers for over 130 years. We have a strong presence in 27 markets and a network spanning 150 countries.
The Opportunity
We are seeking a highly motivated Quality Assurance Analyst to join our team and contribute to driving quality and process improvement. As a detail-oriented professional, you will conduct quality audits, analyze agent performance data, and develop targeted training sessions.
Key Responsibilities
- Quality Audits:
- Conduct regular quality control audits of agent interactions, identifying errors and areas for improvement.
- Provide consistent, constructive coaching to agents, focusing on specific error patterns and best practices.
- Analyze agent performance data to identify trends and areas of weakness.
- Develop and deliver targeted training sessions for low-performing agents, focusing on practical skills and knowledge.
- Analyze operational processes and identify opportunities for improvement, providing actionable suggestions to the team.
- Generate accurate and timely quality reports, presenting data in a clear and concise manner.
- Utilize and maintain excel spreadsheets for reporting and data analysis.
Requirements
- Bachelor's degree or Diploma in any field.
- Strong Microsoft Excel skills, including data analysis and reporting.
- Excellent communication and interpersonal skills.
- Attention to detail and analytical abilities.
- Ability to maintain focus and accuracy with repetitive tasks.
- A positive attitude and willingness to learn and grow.
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