Overview
Quality Analyst (QA)
Quality Analysts are dedicated POCs for Quality within teams and are responsible for case evaluations (audits) and reporting.
Vendor will staff the program with 1 Quality Analyst to perform quality reviews for a group of up to 20 Agents (1:20 ratio) appointed to provide Services. Quality Analyst will be responsible for monitoring call, email, chat and any other support interactions quality of Personnel, providing feedback, coaching and mentoring to Personnel as needed, and working closely with the operation Team Leaders and Personnel to meet the relevant service level metrics. Quality Specialists are also responsible for refresher training on process changes and analysis and reporting, working closely with Client to update and implement quality criteria and process changes. Vendor will maintain a reasonably flexible work force and will scale its staff of Quality Analyst to cover all volumes as forecasted and provided to Vendor by Client.
Quality Specialists shall meet or have the following education, work experience and other requirements. Recommended responsibilities include but are not limited to the following:
* 3+ years’ experience preferred in quality assurance role, working closely with all departments to prioritize efforts while providing timely and high quality service.
* Weekly auditing of agent cases and identifying agent level issues and trends
* Provide actionable and valuable information for TL coaching + feedback sessions and key insights for training prioritization + curriculum development
* Fluent, have acceptable accents, and speak clearly and understandably in each of the language(s) in which the Services are provided.
* Fluent English is mandatory
* Experience handling customers within service/technical fields within Call center environment
* Expert familiarity with and quality review in all departments
* Able to adapt quickly to changes in workflow
* Excellent written, verbal, and customer service skills
* Mastery of all customer-communication
* Comfortable communicating with all levels of management
* Excellent organizational skills and detail-oriented approach to problem solving
* Demonstrated proficiency in multi-tasking and prioritization
* Clearly demonstrated passion for ensuring the success of Client culture of excellence and commitment to quality and customer service
* Project management experience to include an understanding of business process improvement method
* Understand departmental policies and procedures
* Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA’s, coaching, appraisals,
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