Vas Quality Expert

Description

Job Summary
The VAS Quality Expert is responsible for evaluating agent performance across soft and technical skills identifying gaps and delivering targeted coaching to enhance service quality. With expertise in email case and call handlingprimarily in English French and Spanishthis role plays a key part in driving VAS transformation through innovative and effective methods. The position requires strong initiative problemsolving abilities and the capacity to work independently while handling unique situations. Additionally the role involves supervising nonexempt employees implementing datadriven coaching strategies and leading workshops to improve customer experience and operational efficiency.

Key Responsibilities:

1. Quality Evaluations & Performance Monitoring

• Conduct structured evaluations of agent interactions (calls chats emails) based on predefined soft skills (e.g. communication empathy) and hard skills (e.g. product knowledge process adherence).
• Use quality scorecards and evaluation frameworks to assess performance objectively.
• Identify trends recurring errors and areas for improvement at individual and team levels.

2. Skill Development Workshops

• Design and facilitate targeted workshops to address skill gaps (e.g. objection handling active listening technical troubleshooting).
• Collaborate with Training Teams to align workshops with onboarding/upskilling programs.
• Measure workshop effectiveness through pre and postassessments.

3. Root Cause Analysis & Opportunity Identification

• Perform deepdive analyses on missed opportunities
• Partner with multiple teams to correlate quality data with KPIs
• Recommend process improvements or policy updates based on findings.

4. Coaching & Feedback

• Provide actionable constructive feedback to agents and team leads through 1:1 sessions.
• Track agent progress and adjust coaching plans as needed.
• Recognize and reinforce best practices to motivate high performance.

5. Reporting & Continuous Improvement

• Generate weekly/monthly quality reports with insights and action plans.
• Present findings to leadership with data visualizations (e.g. heatmaps skill matrices).
• Stay updated on industry standards (e.g. COPC Six Sigma) to refine evaluation criteria.

Education & Experience Recommended
High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
Typically has 5 years of related work experience preferably in remote support telephone support technologies and customer environments or a related field.

Preferred Certifications
NA

Knowledge and Skills:

• Superior communication skills both written and verbal English and Spanish
• Understands internal processes and tools
• Computer proficiency
• Problem solving skills
• Accuracy in data entry
• Excellent fluency in Englishand Spanish language
• Experience in a phone based remote role
• Familiarity with computer technology
• Time management skills
• Oversee compliance with operating procedures and standards
• Advanced knowledgeable in call routing and case management processes and obligation systems.
• Strong understanding of internal MPS processes tools and usage of such tools in managing daily tasks
• Organizational skills to manage workflow and tasks
• Process analysis and documentation
• Ability to mentor and train new agents
• Ability to participate or lead in projects for process or quality improvements

Disclaimer
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties skills responsibilities knowledge etc. These may be subject to change and additional functions may be assigned as needed by management.

Job

Schedule

Shift

Travel

Relocation

Equal Opportunity Employer (EEO)

HP Inc. provides equal employment opportunity to all employees and prospective employees without regard to race color religion sex national origin ancestry citizenship sexual orientation age disability or status as a protected veteran marital status familial status physical or mental disability medical condition pregnancy genetic predisposition or carrier status uniformed service status political affiliation or any other characteristic protected by applicable national federal state and local law(s).

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