Voice Process Specialist

Location: Vyttila Department: Call Centre Operations Job Summary: As a Quality Analyst at Roda Assistance, you will be responsible for monitoring and analyzing the call quality of our Service Coordinators. Your role is crucial in ensuring that our service department maintains the highest standards of quality and customer satisfaction. You will evaluate calls, provide feedback, and implement quality improvement initiatives to enhance the overall performance of the call centre. Key Responsibilities: Call Monitoring: o  Listen to and review recorded and live calls to assess the quality of service provided by Service Coordinators. o  Evaluate calls based on pre-defined quality standards and criteria. Quality Analysis: o  Analyse call data to identify trends, strengths, and areas for improvement. o  Compile and present detailed reports on call quality metrics and performance. Feedback and Coaching: o  Provide constructive feedback and coaching to Service Coordinators to help them improve their performance. o  Conduct regular quality review sessions with individual team members and the team as a whole. Quality Improvement: o  Develop and implement quality improvement initiatives to enhance service delivery. o  Collaborate with the Call Centre Manager and other stakeholders to create action plans based on quality analysis findings. Training and Development: o  Assist in the development and delivery of training programs aimed at improving call handling skills and customer service. o  Stay updated with the latest industry best practices and quality standards. Compliance and Standards: o  Ensure adherence to company policies, procedures, and quality standards. o  Monitor compliance with regulatory requirements and industry standards