itelBPO Smart Solutions
  • BHS
  • Full Time

Medical Plan/Paid Training/ Friendly,family Environment

We are looking for persons who want to experience a full-time career to join our itelbpo Smart Solutions Family at our Grand Bahama location as Senior Quality Assurance Analyst!

  • Are you great at building and maintaining positive work relationships?
  • Do you enjoy coaching and motivating others?
  • Are you able to work on your own initiative?

As Senior Quality Assurance Analyst, your key responsibilities will include assessing the quality performance of the customer service team when interacting with existing and potential customers verbally and non-verbally in order to identify areas of improvement for the overall quality of customer's experience.


  • Monitor and evaluate inbound and outbound calls for compliance, process improvements and accuracy and make recommendations for correcting
  • Lead calibration sessions with Clients and Operations to analyze problems and optimize processes
  • Use customer service expertise to assess existing practices and set quality standards
  • Provides process improvement and training recommendations
  • Prepare and analyze internal and external quality reports
  • Provide coaching and feedback associated with performance as requested
  • Perform other duties as assigned

FUNdamental Skills

  • Education:  Preferred passes in Maths and English at BGCSE/CSEC or equivalent level
  • Minimum of 6 months  experience in a similar role at a call centre
  • Excellent written and verbal communication skills
  • Ability to build strong relationships and work as part of interdisciplinary teams
  • Able to multitask, use personal judgment, and utilize strong decision making, analytical and follow-up skills
  • Above average math skills
  • Knowledge of Microsoft Office with intermediate knowledge of Word & Excel
  • Must be 18 years and older
  • Must have a valid Passport and NIB


  • This is a full-time career, long term position.
  • Must be able to work 8 am to 6 pm; Monday through Friday (Occasionally on Saturday)
  • This position is most easily accessible for candidates residing in Grand Bahama

Joining the itel family, you will experience ....

  • Paid Training
  • Excellent training and supervisory support - to help you feel comfortable servicing our customers.
  • Opportunity for advancement
  • Competitive Salary
  • Medical Plan
    Beautiful location, cafeteria onsite, Chill room, friendly staff
  • A fun environment! We respect our employees and strive to make our environment exciting.


itelBPO Smart Solutions
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