Quality Analyst

Quality Analyst (call audit or call monitoring)

Job Description:

Audit, Analyse, Report, Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.

Monitor and analyse customer support trends

Basic understanding of various departments and tracking and recording their KPIs.

Create criteria for agent performance measurement (QA scorecard)

Assess agent performance over time

Ensure that quality assurance standards are achieved

Compile and analyse statistical data, including KPIs

Identify strategies to implement improved internal processes

Draft and execute quality assurance policies and procedures

Good Coaching and Verbal Communication

Empathetic And Emotionally Intelligent

Goal-Oriented Belief In the Company’s Mission and Vision

Skills Required:

Quality control certification (Added Advantage).

Excellent attention to detail.

Excellent verbal and written communication.

Data analysis and statistical aptitude.

Good interpersonal skills.

Call auditing

Call monitoring

Good knowledge of MS Office

Good Presentation Skills