Job Description:A Quality Assurance Analyst (QA) is responsible for assessing the quality of performance of our contact center staff who deal with our existing and potential customers.
The QA monitors inbound and outbound calls and email responses to assess employee demeanor, technical accuracy, customer service performance, and compliance with the programs policies and procedures.
They assist in developing, creating and implementing quality processes and procedures for the contact center and recommend improvements to training materials as needed to improve the overall customer experience.Key Responsibilities:• Analyze and evaluate voice and/or non-voice interactions in accordance with our quality guidelines to ensure a high level of customer satisfaction and first call resolution • Own the quality process from sample collection, data analysis, and presentation of results to operations and training; extended to auditing the employees' sales performance to ensure quality, legitimacy, and report identified breaches • Responsible for conducting customer satisfaction data analysis across the channels served by a given program to identify root causes of complaints, customer dissatisfaction, and best practices, tracking quality results in a database to actionable data • Responsible for providing insights and recommendations for quality improvement to managers/supervisors to coach their teams • Serve as subject matter expert in conducting coaching sessions for staff and provide ongoing and specific feedback to upper management on compliance with policies, procedures, product knowledge, or behaviors that may compromise the quality of the voice and non-voice interactions • Responsible for completing the monthly monitoring plan and documenting the audits on the designated form, including accurate and detailed comments on quality findings • Quality analyst may also be responsible for organizing the bi-weekly calibration meetings, including analyzing data, creating the deck, and conducting the meeting with management • Assist the queues as demanded in processing calls, chat, emails, and back-office workload when necessary • Lead special projects assigned by the leaders of the department and meet the established deadlineKnowledge, skill set, and qualifications required:• High school diploma with 1-2 years of Call Center Experience* • Advance English level with excellent verbal and written communication skills • Outstanding customer service skills and dedication to providing exceptional customer care • Exceptional listening and analytical skills • Research, analytical and problem-solving skills • Must be a self-motivator and self-starter • Must be proficient with Microsoft Office (intermediate Word, basic Excel) • Ability to multitask and successfully operate in a fast-paced, team environment • Must adapt well to change and successfully set and adjust priorities as needed