Overview
We are seeking a detail-oriented and analytical Quality Analyst to join our Contact Center Operations team. The primary goal of this role is to drive consistency in quality assurance and ensure an excellent customer experience to maintain client confidence and loyalty. You will be responsible for end-to-end transaction monitoring, data analysis, and providing recommendations for process improvement and innovation.
Key Responsibilities
- Transaction Monitoring: Monitor and audit frontline agent transactions (calls, emails, chat, or back-office work) against internal and external quality assurance requirements to deliver excellent customer experience. Ensure monitoring goals are met and lead to relevant findings that impact business needs.
- Reporting & Analysis: Create and update Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS) and maintain updated files for accurate analysis and process improvement. Review, analyze, and interpret data affecting Customer Experience metrics to create effective recommendations that drive account performance.
- Compliance & Behavior Flagging: Investigate customer complaints and non-compliance with Customer Experience standards. Recommend corrective actions and issue Incident Reports to Team Leaders for red flag CSR behaviors and compliance requirements, performing further deep dives when necessary.
- Training Support: Actively participate in calibrations and call listening sessions to ensure alignment with business objectives, customer experience data, and coaching methodology. Provide immediate findings to Operations and the training department to support new hire and nesting activities.
- Other Duties: Perform tasks assigned by the immediate supervisor to accomplish the account's quality objectives.
Required Qualifications and Skills
- Education: Bachelor's degree in any field.
- Experience (External Candidates): Minimum of 2 years of working experience in a call center, with at least 1 year specifically in a quality role, both with impeccable performance.
- Experience (Internal Candidates): At least 6 months as a frontline Customer Service Representative (CSR) with impeccable performance.
- Technical Proficiency: Proficiency with MS Office applications (i.e., MS Word, Excel, PowerPoint).
Soft Skills:
- Excellent oral and written communication skills.
- Strong analytical, problem-solving, and decision-making skills.
- Ability to operate with minimal supervision and manage multiple tasks.
- Active listening skills and adaptive to changing work schedules.
