Overview of Job Responsibilities
QA analysts work to determine the root cause of defects to prevent recurrence of the issues and quality problems. The quality assurance analyst uses data collected from monitoring and testing procedures to determine the cause of quality issues. Monitors agent transaction for all channels (calls/ e-mails / chat/social media posts) or any back-office work and provides the feedback to Operations for improvement. Sets clear performance and quality expectations / parameters for customer care representatives and operations supervisors. Ensures the delivery of quality customer service delivered through any channel by the agents. Ensures the consistency of quality and service excellence of Operations to maintain client confidence and loyalty.
Essential Responsibilities and Deliverables
Function Specific:
- Monitor and evaluate transactions for all supported channels (calls/ e-mails / chat/ social media posts) or any back-office work done by customer care representatives against internal and/or external quality guidelines, standards, policies, and procedures to deliver accurate and quality information to Operations, Training and to respective clients.
- Analyze quality inspection data to find specific types of quality problems the department or company is experiencing and provide solutions for identified defects or areas of improvement
- Write and implement test and inspection procedures to obtain information needed for analysis, and report findings from test and inspection data to management
- Providing feedback to operation supervisors in support of customer care representative performance improvement to reduce defects and quality issues, and making recommendations to improve the production process based on findings from performance analysis
- Monitor the procedure to determine if changes significantly improve the process and defect quantities
- Document results of new procedures after implementation to show quality improvements
- Update quality reports for the account by retrieving and updating the respective files and data. Maintains the QA department files for updated and accurate reporting of quality assurance data.
- Calibrate with internal quality associates, other vendors, and clients under the same account. Monitors calls that are randomly selected per calibration meeting to ensure that policies are regularized and adhered to. Subsequently standardizes quality guidelines which are distributed to relevant support groups.
- Reports daily and weekly progress and eventual completion of tasks for the account (program updates). Collaborates on the points that need progress/ improvement and provides input on how to effectively enhance performance. Subsequently ensures that established goals are met and that tasks are done efficiently.
Secondary Job Responsibilities:
- Participate in other programs or projects outside of his/her program that will add value to the company and its other deliverables as assigned by department leadership
Critical Working Relationships
INTERNAL
Operation Supervisors – Coordinates for program launching to maintain quality scores per agent. Follow-up on agent adherence to cited deviances from policies and procedures.
Training – Keeps abreast of new policies and calibrates with Training for dissemination to agents.
Workforce – Coordinates for the working schedule of agents and/or any special projects be conducted for research.
EXTERNAL
Client Quality Representatives – Standardizes and ensures dissemination of quality policies/ procedures for compliance of Operations. Keeps abreast of the latest parameters for quality audits of agents.
Third Party Vendors – Coordinates with external quality calibrations with the Client and Harte Hanks to ensure the rendering of top-notch customer service.
Qualifications, Knowledge, and Skills
Education:
- Candidate must have completed at least Senior High School or 2 years in any collegiate program.
Experience/Knowledge/Skills:
- (External Hires) At least three (3) months of case monitoring experience in a BPO or OJT equivalent.
- (External Hires) At least one (1) year of contact center customer care representative experience for an English-speaking campaign.
- (Internal Hires) At least six (6) months in current position with an over-all scorecard rating of 3.0 or meets expectations.
- Knowledge in Quality Assurance Parameters and Metrics’ is an advantage
- Exceptional analytical and listening skills
- At least a 3.5 BUPLAS rating upon testing for verbal English communication and comparable written English competency
- Excellent documentation skills: preferably proficient in working with Microsoft Word, Excel, and Power point
- Proven ability to meet deadlines
Measures of Performance
KPIs
- Productivity (Daily, Weekly Evaluation compliance)
- Customer Call/Transaction processing compliance – as required by client SoW
- Rate of Alignment (ATE and Internal/External Calibration sessions)
- Evaluation Accuracy – Dispute rate
- Program KPI focus (Ex. CSAT, AHT, QA, etc.)
- Report/Deliverable Timeliness and Accuracy
- Reliability as defined by Harte Hanks Code of Conduct
