HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future!

Job Description:

• 10+ years in Interaction analytics & Quality analytics.
• Establish and maintain Interaction Analytics standards and practices, metrics, and performance targets across all interaction analytics accounts.
• Conduct assessments of contact center operations to identify areas for improvement and potential projects
• Set clear performance expectations, provide regular feedback, and conduct performance reviews with the team and operations stakeholders
• Drive analytics initiatives across all contact center operations.
• Collaborate with cross-functional teams (e.g., Training, Operations, Customer Service) to implement process changes and address identified issues.
• Engaging with Interaction Analytics Platforms, should be quality Analyst, People management skills

As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity. HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment. We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.