Job Brief: The Call Center Quality Analyst is responsible for assessing the quality of
performance of the call center teams dealing with our existing and potential customers. The QA
will monitor the inbound and outbound call and email responses to assess the team member’s
demeanor, technical knowledge on products and processes, customer service performance, and
conformity to company policies and procedures. This individual will assist in developing,
implementing call center quality processes and procedures; as well as making
recommendations on training to be done in order to improve the overall Calltronix customer
experience.
Position Objective: To ensure adherence to quality standards in the operation of the contact
center.
Key Responsibilities:
- Call analysis monitoring inbound/outbound/ emails and social media interactions to ensure the Customer Service Executives provide top notch customer service guided by set quality metrics.
- Compile and prepare daily, weekly & monthly reports in a timely manner and accordance with approved reporting standards.
- Tracking agents’ performance, systems and tools
- Ensure the Customer Service Executives perform according to the objective of the company.
- Assessing agents’ quality performance
- Recommend, implement and monitor corrective actions to ensure quality standards are achieved.
- Comprehend, document, review and assure adherence with quality standards for relevant campaigns.
- Comprehend ideal contents and scenarios of each call.
- Listen to randomly selected calls to assure compliance to the quality standards.
- Identify strengths and weaknesses of each listened call and provide suggestions on further actions to the relevant account managers and/ or & Department.
- Set and effectively communicate quality assurance targets and strategies to achieve such targets.
- Effectively conduct mystery shopping calls.
- Effectively documents all analysis made and all audits conducted through relevant systems.
- Hold calibration sessions for relevant Customer Service Executive.
Desired Qualifications, Skills & Experience
- At least 2 years of relevant experience.
- At least bachelor in computer science, information systems or a related field.
- Excellent communication skills, both written and verbal.
- Strong computer skills and knowledge of QA databases and applications.
- Strong analytical and problem-solving skills.
- Meticulous attention to detail.
To apply follow the link below on or before 20th of April 2023.
APPLY ON THE OFFICIAL WEBSITE USING THE LINK BELOW:
