Note: The job is a remote job and is open to candidates in USA. 5C Company LLC is seeking a Quality Monitor responsible for monitoring and evaluating interactions to ensure adherence to quality standards and regulatory guidelines. The role involves identifying deviations, analyzing root causes, and recommending improvements to enhance operational excellence and customer satisfaction.
Responsibilities
- Conduct quality monitoring of fan chat interactions
- Apply evaluation criteria defined by internal processes, as well as client and model requirements
- Identify non-conformities, record deviations, and propose action plans for improvement
- Deliver feedback sessions to promoters and operational leadership when necessary
- Participate in internal and external calibration sessions to ensure alignment on quality criteria
- Prepare quality reports and analyses, providing insights and recommendations to the operation
- Ensure adherence to operational, regulatory, and contractual standards
- Monitor key performance indicators (KPIs) and work with the operations team to implement corrective actions when required
- Contribute to process improvement, customer experience (CX) management, and operational risk mitigation by promoting improvement initiatives based on results
- Analyze quality indicators and drive action plans to support continuous improvement
- Act as a facilitator for operational process enhancements
- Foster an organizational culture focused on high performance, efficiency, and customer centricity
- Serve as a strategic partner to operational teams, providing inputs, qualitative studies, and insights to support decision-making
- Collect, organize, and analyze quality data, identifying trends, patterns, and deviations
- Support the training and development of operational and support teams in quality practices
- Ensure integrity, reliability, and availability of operational data
- Contribute to presenting quality results in internal meetings and with clients
- Interpret quality indicators, identify deviations, and lead corrective and preventive action plans
- Map, design, review, and optimize operational processes
- Lead quality forums and governance meetings with internal and external clients, presenting results, risks, and improvement plans
- Accurately log quality evaluations in the designated QMS and reporting tools
- Ensure the delivery of daily, weekly, and monthly quality reports to stakeholders
- Participate in quality forums, alignment meetings, and interactions with internal and external stakeholders
- Monitor the evolution of quality indicators specific to the operation
- Contribute with suggestions to enhance evaluation criteria and quality models
- Interpret scripts, policies, and standards with precision, considering differences across clients, campaigns, and models
- Maintain impartiality and assertiveness during evaluations, even under high-volume demand, tight deadlines, or operational pressure
- Manage a high volume of assessments while upholding consistency and a high standard of quality
- Align different perceptions of quality between promoters, supervisors, clients, and internal teams, mediating interpretation gaps when needed
- Ensure that feedback and recommendations lead to tangible improvements in customer experience
- Balance 5C standards, client requirements, and operational reality when applying quality decisions
- Operate in an environment of high expectations for consistent quality results, error reduction, and increased customer satisfaction
- Continuously adapt to operational changes, system updates, new technologies, and evolving customer expectations
- Support the delivery of workshops focused on quality standards and process improvement
- Support certification processes and maintenance of quality standards and seals (COPC, ISO, etc.), ensuring compliance with established guidelines
- Support the development of operational and support teams in quality best practices
- Collect, organize, and analyze quality data to identify trends, patterns, and critical deviations
- Ensure integrity, reliability, and availability of quality data used for decision-making
- Support the implementation of structured and scalable quality methodologies and frameworks (COPC, ISO, Lean, Six Sigma, etc.)
- Contribute to the creation and delivery of quality performance presentations for internal and external audiences
- Interpret quality indicators, identify deviations, and lead corrective and preventive action plans
- Support the mapping, design, review, and optimization of operational processes with a focus on efficiency, customer experience, and error reduction
- Lead quality governance forums with internal and external clients, presenting results, risks, improvement plans, and operational evolution
Skills
- Bachelor's degree completed or in progress in Business Administration, Processes Management, Communication, Quality Management, Engineering, or related fields
- Experience in Quality for Customer Service or related areas
- Fluent English (C1)
- COPC, Lean Six Sigma (Yellow Belt), Agile methodologies (Scrum, Kanban), and CX frameworks (NPS, CSAT, Customer Journey Mapping)
Benefits
- Wellhub
Company Overview
- 5C Company | Strategies that Connect. Convert results. Cash in. It was founded in 2020, and is headquartered in Austin, Texas, US, with a workforce of 201-500 employees. Its website is https://5ccompany.com/.