Quality Analyst, Rep Services

JOB TITLE: Quality Analyst, Rep Services

LOCATION:
TC Santiago SCHEDULE: 9:00 AM -6:00 PM WORKING MODEL: ON-SITE GENERAL DESCRIPTION OR PURPOSE OF JOB: The role of the Rep services Quality analyst is crucial in ensuring the deployment, implementation, and support of the South Campus and North Campus quality management system. This includes monitoring results and collaborating with preventive and corrective actions (CAPA) to contribute to customer satisfaction and compliance with quality standards. RESPONSIBILITIES / ESSENTIAL FUNCTIONS:
• Technical Quality Assurance.
• Good communication skill to provide feedbacks, coaching or teaching in a way it can be understood.
• Track key quality assurance metrics while monitoring indicators of each area to form action plans to improve strategies.
• Monitor the calls from a technical standpoint, collecting, analyzing, and visualizing call center data for insights. JOB REQUIREMENTS/SPECIFICATIONS: Note that (i) computer literacy and working-level skill with the basic MS Office suite (Word, Excel, Outlook, Explorer), (ii) good verbal and written communication skills, (iii) good interpersonal skills, and (iv) the ability to work well both individually and in a team, environment are default requirements for all Jostens exempt and salaried nonexempt employees. Required:
• High School degree or equivalent customer service experience.
• Advanced English
• Minimum 1 year of experience as a Quality Analyst (QA).
• Minimum 1 year in the current position (stability and consistency in performance).
• Coaching/mentoring skills and ability to handle confidential information.
• Excellent verbal and written communication skills (clarity when providing feedback, training, and documenting findings).
• Ability to work independently and as part of a team while meeting goals and deadlines.
• Strong organizational, planning, and follow-up skills, with sound judgment and decision-making abilities.
• High attention to detail and accuracy when working with data and systems.
• Good knowledge of Excel (minimum intermediate level) and MS Office tools in general.
• Detail oriented, accuracy in dealing with data and systems.
• Strong interpersonal and communication skills. Preferred Requirements (Nice to Have / Preferred):
• Previous experience participating in the creation or launch of a quality department from the ground up is preferred.
• Proactive, positive, responsible, and committed profile.

Benefits:
• Weekly Payment
• Performance Incentives
• Law medical insurance and AFP
• Complementary Medical Insurance
• Life Insurance
• 2 way free Transportation
• Internal Bank
• Credit in pharmacy and optic center
• Referral Program
• Growth Opportunities About Jostens: Celebrating 125+ years of business, Jostens has been a part of local communities, working with K-12 schools, colleges and universities, teams, and affiliation groups. Representatives from Jostens touch thousands of schools and groups every day, working to make a difference with products and services that recognize accomplishments and help people tell their stories. These products, along with resources for educators, yearbook curriculum and services to help motivate and inspire like Jostens Renaissance® and Commitment to Graduate (C2G) are all designed to contribute to a positive and rewarding school experience. As a household name and leading brand in our market, we are passionate about being the most trusted partner in celebrating moments that matter. We are a mid-size company with a small company feel, allowing us to move fast and explore innovative ideas. Jostens is an Equal Opportunity Employer and complies with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. https://www.jostens.com/about/california-employee-privacy-policy