Call Quality Analyst

Job Description

Quality Analyst (QA) is responsible for assessing the quality of the performanceof our call center associates who deal with our existing and potentialcustomer. The QA will monitor inbound and outbound call ,emails and chatbotresponses to assess associates demeanor, technical accuracy, customer serviceperformance, and conformity to company policies and procedures. This individualwill assist in developing, creating and implementing call center qualityprocesses and procedures; as we'll as would be responsible to train theassociates as needed to enhance the over Waaree customer's experience Roles& Responsibilities: 1. Participatesin design of call monitoring formats and quality standards. 2. Performscall monitoring and provides trend data to site management team. 3. Usesquality monitoring data management system to compile and track performance atteam and individuallevel. 4. Performsmonitors of customer care email responses and chat bot conversation withcustomer. 5 Participatesin customer and client listening programs to identify customer needs andexpectations. 6 Providesactionable data to various internal support groups as needed. 7. Coordinatesand facilitates call calibration sessions for call center staff. Requirements: Excellent verbal, written andinterpersonal communication skills; Outstanding customer serviceskills and dedication to providing exceptional customer care; Must be self-motivator andself-starter; Focus on quality and customerservice; Exceptional listening andanalytical skills; Must be able to effectively dealwith people at all levels inside and outside of the Company; Creative ability & writingproficiency; Must be proficient withMicrosoft Office (intermediate Word, basic Excel); Education& Experience: Bachelors Degree 2-3 years Call Center Experience