[Remote] Quality Monitor

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.ResponsibilitiesConduct quality monitoring of fan chat interactionsApply evaluation criteria defined by internal processes, as well as client and model requirementsIdentify non-conformities, record deviations, and propose action plans for improvementDeliver feedback sessions to promoters and operational leadership when necessaryParticipate in internal and external calibration sessions to ensure alignment on quality criteriaPrepare quality reports and analyses, providing insights and recommendations to the operationEnsure adherence to operational, regulatory, and contractual standardsMonitor key performance indicators (KPIs) and work with the operations team to implement corrective actions when requiredContribute to process improvement, customer experience (CX) management, and operational risk mitigation by promoting improvement initiatives based on resultsAnalyze quality indicators and drive action plans to support continuous improvementAct as a facilitator for operational process enhancementsFoster an organizational culture focused on high performance, efficiency, and customer centricityServe as a strategic partner to operational teams, providing inputs, qualitative studies, and insights to support decision-makingCollect, organize, and analyze quality data, identifying trends, patterns, and deviationsSupport the training and development of operational and support teams in quality practicesEnsure integrity, reliability, and availability of operational dataContribute to presenting quality results in internal meetings and with clientsInterpret quality indicators, identify deviations, and lead corrective and preventive action plansMap, design, review, and optimize operational processesLead quality forums and governance meetings with internal and external clients, presenting results, risks, and improvement plansAccurately log quality evaluations in the designated QMS and reporting toolsEnsure the delivery of daily, weekly, and monthly quality reports to stakeholdersParticipate in quality forums, alignment meetings, and interactions with internal and external stakeholdersMonitor the evolution of quality indicators specific to the operationContribute with suggestions to enhance evaluation criteria and quality modelsInterpret scripts, policies, and standards with precision, considering differences across clients, campaigns, and modelsMaintain impartiality and assertiveness during evaluations, even under high-volume demand, tight deadlines, or operational pressureManage a high volume of assessments while upholding consistency and a high standard of qualityAlign different perceptions of quality between promoters, supervisors, clients, and internal teams, mediating interpretation gaps when neededEnsure that feedback and recommendations lead to tangible improvements in customer experienceBalance 5C standards, client requirements, and operational reality when applying quality decisionsOperate in an environment of high expectations for consistent quality results, error reduction, and increased customer satisfactionContinuously adapt to operational changes, system updates, new technologies, and evolving customer expectationsSupport the delivery of workshops focused on quality standards and process improvementSupport certification processes and maintenance of quality standards and seals (COPC, ISO, etc.), ensuring compliance with established guidelinesSupport the development of operational and support teams in quality best practicesCollect, organize, and analyze quality data to identify trends, patterns, and critical deviationsEnsure integrity, reliability, and availability of quality data used for decision-makingSupport 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 audiencesInterpret quality indicators, identify deviations, and lead corrective and preventive action plansSupport the mapping, design, review, and optimization of operational processes with a focus on efficiency, customer experience, and error reductionLead quality governance forums with internal and external clients, presenting results, risks, improvement plans, and operational evolutionSkillsBachelor's degree completed or in progress in Business Administration, Processes Management, Communication, Quality Management, Engineering, or related fieldsExperience in Quality for Customer Service or related areasFluent English (C1)COPC, Lean Six Sigma (Yellow Belt), Agile methodologies (Scrum, Kanban), and CX frameworks (NPS, CSAT, Customer Journey Mapping)BenefitsWellhubCompany 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/.



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