Quality Analyst

Role & responsibilities

• The QA will monitor inbound and outbound call and emails responses to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
• Conduct mock calls to associate and check their work on-call and ask some productrelated questions and analyse them.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Participates in customer and client listening programs to identify customer needs and expectations.
• 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 analyses internal and external quality reports for management staff

Preferred candidate profile

• Must have good English listening skills, excellent verbal, written, and interpersonal communication skills.
• Must have Basic Computer knowledge and be proficient with MS Office (intermediate Word, basic excel).
• Must be comfortable with early morning shifts. Solid time management skills.
• Minimum higher secondary education required, bachelor's degree a plus.
• Coordinate and report to the management.
• Outstanding customer service skills and dedication to providing exceptional customer care. Exceptional listening and analytical skills, creative ability, and writing proficiency.
• Focus on quality and customer service. Develop and maintain Quality assurance procedures and documentation.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Must be a self-motivator and self-starter.
• Ability to multitask and successfully operate in a fast-paced, team environment.