Quality Analyst

Job Description

The Quality Evaluator is a temporary assignment or training role (aligned w/the Agent CL11) responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards and providing insight to customers to contribute to program performance improvements. . Role and Key Responsibilities: Report results of evaluations to appropriate Quality/Operations stakeholders (Quality Leadership Supervisor and Account Management) on a weekly and monthly basis. Achieve departmental productivity requirements (e.g. number of calls/chats monitored per month on schedule etc.). Facilitate and/or participate in calibration sessions with Quality Leadership, staff. Facilitate remote call monitoring sessions as needed. Maintain forms and definitions documents. Participate in performance improving task force with Account Management and clients. Participate in internal quality audits (e.g. periodic audits of all key customer related processes to determine process control and efficiencies) and recommend changes. Demonstrate mastery and comprehension of client s quality standards. Facilitate program specific internal & external calibration sessions. Participate in program management monitoring sessions. Demonstrate proficiency with respect to the client specific sales/service process. Maintain current understanding of program strategies while process monitoring Proficiency in use of Quality reporting databases. Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecard and account profitability goals. Work closely with the Quality Supervisor & Manager on analysis and process improvement initiatives. Key skills & knowledge: Proficiency with various software applications programs including e-mail messaging applications Microsoft Word and Excel Experience in managing international voice clients preferably in Banking/Insurance/Healthcare Effective oral and written communication skills Broad understanding of client conformance measures Process Improvement knowledge/analytical skills- preferred