What are the responsibilities and job description for the Quality Analyst position at Emovis?
ABOUT EMOVIS
At Emovis we offer state-of-the-art toll-based mobility solutions and associated services for urban and interurban environments. As the competence center for Abertis, a worldwide leading concessionaire managing 5000 miles of high-capacity high-quality motorways, we look to bring the quality and efficiency demanded by Abertis to public sector transportation agencies. With over 40 years’ experience and over 700 employees in 10 countries, we are trusted partners to Authorities and Tolling agencies across the world.
Our vision at Emovis is to partner with transport leaders across the world to accelerate their business toward seamless, sustainable, and inclusive mobility. We are expanding our footprint in the USA. As a result, we are operating Call Centers’, Walk-in, and Welcome Centers’ throughout the United States.
JOB PURPOSE
The Quality Analysts (QAs) report to the Quality Manager and conduct accurate and timely evaluations and reporting activities per the organization's policies, procedures, and performance metrics. This ensures compliance with contractual obligations, professional standards, and commitments to the Department. Quality Analysts also support implementing initiatives to identify and address causes of unsatisfactory performance, contributing to achieving business goals while adhering to established Quality policies and procedures.
RESPONSABILITIES
- Supports the audit process of various departments and functions including payment processing transponder management, deposit settlements and adherence to business rules.
- Conduct occasional observation of counter service at CSC, WICs, and WCs to ensure contractual performance requirements are met. Report the results to applicable business unit managers and supervisors and follow up on required corrective actions to address non-conformity.
- Perform root cause analysis (RCA) and identify trends to support continuous improvement efforts, providing actionable insights and recommendations to address performance gaps and enhance overall service quality.
- Collect agent and customer feedback, consolidate the data, and report results to the Quality Manager.
- Participate in call calibration activities as directed and perform other quality control inspections.
- Provide support for call-calibration activities and in monitoring agreed action steps resulting from the calibration.
- Assist in developing, implementing, and maintaining the organization’s documentation structure and requirements.
- Identify opportunities for improvement or potential areas of concern by recommending changes to existing policies and procedures that may be required to improve operations or support changing business requirements.
- Maintain accurate and orderly records for all audit and inspection activities, including audit reports and results, nonconformity logs, and corrective and preventive action logs.
- Provide periodic updates summarizing the status of assigned tasks and ensure that this information is effectively utilized for continuous improvement.
- May perform other duties as assigned.
REQUIREMENTS
- Bachelor's degree in business or related field preferred.
- 3-5 years of Quality Analyst or similar role.
- No travel required
COMPETENCES
Communication – Express ideas and deliver comprehensible messages, structuring them
in a clear and transparent manner, while listening actively and being empathetic. Influences and creates an impact on others and showing strong negotiating skills.
Teamwork – Work with others, adopting collaborative and positive relationships to achieve common goals.
Change - Accept, embrace, drive change, innovation while being open to different approaches, ideas and proposals.
Results – meets and/or exceed goals and objectives by adopting an agile dynamic, efficient and cost oriented approach, eagerness and optimism to get best results.
Leadership – build and lead the team toward common results, positioning oneself as a leader and role model for guiding, inspiring and driving performance and development of team members while spearheading a positive environment.
Strategic Mindset – Anticipates situations in the market while embracing the companies/department strategic vision and mission. Achieves internal and external customer loyalty by utilizing quality and suitable proposed solutions.
WHY WORKING WITH US
- Reward and Recognition - We look after our talented teams from market-competitive salaries to performance-based bonuses and flexible benefits packages.
- Be part of something big - What´s more exciting than being at the forefront of one of the fastest changing industries? Join our team and makes your mark on the new global economy.
- Flexible Work Schedule - Where possible we`ll help you work where you need to when you need to. Because life happens.
- Everyone has a voice - Innovation does not know hierarchy. We make sure everyone is heard, considered, and respected.
- Room to Grow - Learning is built into every role here. You will get mentorship and take ownership.
- All inclusive - Be yourself. That´s who we are hiring. Our culture celebrates and supports the difference that makes each of us unique. It´s how we build better products for the world, and career growth for you.
