The Quality Assurance Analyst is responsible for assessing the quality of the performance of our call center associates who interact with our existing customers.
The QA Analyst will monitor inbound and outbound calls, emails responses, and chats to assess the associate’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
This individual will also assist by making recommendations for enhancements to training materials as needed.
Duties & Responsibilities:
Performs call monitoring and provides trend data to the management team.
Uses quality monitoring data management system to compile and track performance at team and individual levels.
Performs monitors of Customer Care email responses.
Provides actionable data to various internal support groups as needed.
Coordinates and facilitates call calibration sessions for call center staff.
Provides feedback to call center team leaders and managers.
Prepares and analyzes internal and external quality reports for management staff review.
Perform other duties as assigned.
Qualifications:
Skills:
Excellent verbal, written, and interpersonal communication skills
Customer-focused with a commitment to providing customers with an exceptional experience
Focus on quality and customer service
Exceptional listening and analytical skills
Solid time management skills
Writing proficiency
Must be proficient with Microsoft Office (intermediate Word, basic Excel)
Qualities:
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
