Overview
The Quality Analyst assesses call quality to ensure that CSRs deliver their role in line with the company and client’s quality values and methodology.
Responsibilities
- Monitoring of Calls – 15-30 calls per day
- Daily/weekly/monthly reports and other communication materials to highlight quality metric performance achievements and identify areas of opportunities
- Input data pertinent to quality measurement database systems for capturing, analyzing, and providing timely and accurate reporting on call center performance.
- Interface with Call Center Supervisors, Customer Service Reps, support business units, and other cross-functional areas where needed to help determine quality needs and provide recommendations on continual process improvement.
- Identify and report any required training issues to department management and trainers.
- Take an active part in the evolution of the attribute document
- Identify changes that need to be made to our evaluation tool
- Create and update standards as appropriate
- Create scripting and resources for agents when requested or needed
- Provide in-depth comments on evaluations for manager coaching
- Train new members that join our team
- Follow up with issues identified to ensure they are resolved
- Contributes to QA scorecard evaluations used in monthly, quarterly, and annual performance reviews.
- Team Accountability (QA and CSi Performance) – weekly progress report with action items
- Attend and actively participate in weekly calibration and facilitation on a rotational basis
- QA Orientation for New Hires – as needed
- QA Orientation for Cross Skilling of agents – as needed
- Facilitation of Mock Calls and Certification – as needed
- Perform other duties and special projects as assigned.
Qualifications
Qualifications:
- Minimum 1 year previous experience as a Quality Analyst (for External)
- Minimum 1 year previous Call Center experience (for Internal)
Knowledge:
- Intermediate knowledge in MS Office especially MS Excel
- Previous front-line experience and successful completion of program specific training on the program being supported is required.
Skills:
- Strong interpersonal communication skills
- Effective oral and written communication skills
- Team-oriented and Self-motivated
- Performance-oriented and Results – Oriented
- Exception performance History in the area of Quality Performance and CSi
Abilities:
- Ability to exhibit efficiency in terms of the quality and speed of administrative tasks and deliverables a trainer has to complete. This will also be based on the amount of time a trainer has spent in classroom training and coaching sessions (SBS or Remote).
- Ability to respond positively to changing environment
- Ability to exhibit professionalism/credibility in his/her facilitation skills
- Demonstrated ability to work with and lead a team
- Demonstrated ability to communicate effectively and professionally with internal and external associates
- Must be willing to work on a graveyard shift; and can travel from one site to another (when necessary)
