Job purpose
The Quality Analyst works with minimal supervision and is frequently required to use professional skills, discretion and sensitivity while addressing various quality and training issues. Will work as a team member in determining departmental needs and serves as a resource for the Associates and Management Team. Provides Quality, Training and coaching for the further development of each employee. Must work well with a variety of individuals and be able to resolve issues professionally.
Key responsibilities
- Monitor and evaluate customer interactions across various channels (phone, chat, email, social media) to ensure quality standards are met
- Provide regular feedback to agents and their supervisors on their performance based on established quality metrics
- Conduct root cause analysis of any identified quality issues and work with the team to develop and implement corrective actions
- Collaborate with other departments to identify opportunities to improve the customer experience
- Develop and maintain quality assurance policies and procedures
- Participate in the training and development of new call center agents
- Prepare and present reports on quality metrics and trends to management
Qualifications & Desired Skills
- Experience: 2 year and above
- Education: Graduate/Post Graduate
- Skills
- Strong MS Advanced Excel skills
- Excellent verbal and written communication skills required.
- Strong customer service and interpersonal skills
- Basic facilitation, research, and problem-solving skills preferred, but not required
- Ability to analyze data and derive actionable insights
- Client focused and solutions oriented; Good problem solving and analytical skills. Ability to use judgment to help analysts apply the most appropriate solution for complex client situations
- Ability to collaborate and work effectively with cross functional teams
- Self-learner interested in both the how and the why
- Ability to prioritize effectively according to changing circumstances and manage multiple projects while maintaining strict attention to detail
- Demonstrates ability to coach and provide feedback to analysts
