Call Quality Analyst Job Description : As part of the Quality Assurance team which is a service organization within the Customer Service Department, the Call Quality Analyst position is responsible for the assessment and evaluation of inbound and outbound calls ensuring that contacts are monitored for quality, accuracy and compliance purposes. This position is also responsible for timely delivery of reports and feedback to the Management team highlighting trends related to staff performance, business efficiency, policies and procedures. Duties and Tasks/Essential Functions: • Monitoring agents’ calls while promoting and maintaining quality standards. • Providing coaching and quality monitoring feedback to the assigned team, including management. • Mentoring the Subordinates/Associates. • Taking proactive measures to improve overall process quality. • Preparing weekly and monthly trending reports for management. • Providing input on business and system processes • Providing training gaps and trending analysis to assist with coaching process of call center teams • Keeping abreast of all programs and system changes, affecting job function • Working with Call Centre groups to assist and enhance customer service techniques • Participating in the identification, review, development and adaptation of policies and procedures relating to the efficient operations of the Call Centre. • Working with members of management to monitor and address performance issues. Skill and Knowledge Qualifications: • Graduate (preferably with a technical background / technical qualification) / Under Graduate (if, he/she has a good stable experience in BPO industry). • Two years of call center customer care experience in an international voice process, preferably in a technical environment. • Excellent oral, written and interpersonal communication skills. • Exceptional listening and analytical skills. • Intermediate level of knowledge/expertise with PC hardware and software (Word and Excel). • Intermediate to advanced level of knowledge with computer troubleshooting is desirable. • Strong knowledge of customer care processes and techniques. • Demonstrated ability to work well in a team environment. • Dedication to providing exceptional customer service. Conditions: • Must be able to sit for long periods of time • Position requires use of headset/microphone
Posted on: Wed, 17 Jul 2013 10:12:29 +0000
Trending Topics
Recently Viewed Topics
© 2015