Job Posting for Quality Analyst at ContactPoint360

Job Description

Job Title: Quality Analyst Department: Quality Team

Reports to: Quality Manger FLSA Status: Non-Exempt

Job Summary:

The ideal candidate will have experience and will have excellent listening skills; be respectful, enthusiastic, agile, and engaging. They will have experience assessing the quality of the performance of our call center representatives who deal with our existing and potential customers. If supporting team and individual performance and coaching team members excites you, this role may be a good fit. If this sounds like you, we’d encourage you to apply now!

Supervisory Responsibilities:

None.

Duties/Responsibilities:

Evaluate to ensure that all required processes and guidelines are followed to ensure the delivery of the highest levels of customer experience while driving quality to outperform our critical targets.
Attend call audit workshops, monitor calls as prescribed guidelines, provide feedback to the management team, identify, and highlight modes in the process; and identify unethical practices/behaviors.
Submit necessary additional requests from the quality control department to support operations.
Participates in the design of call monitoring formats and quality standards.
Performs call monitoring, identifies, and reports trend data; and prepares and analyzes internal and external quality reports for management staff review.
Uses quality monitoring data management system to compile and track performance at team and individual level.
Provide coaching and feedback related to evaluated transactions to team members.
Participates in customer and client listening programs to identify customer needs and expectations.
Works collaboratively with the client during calibration sessions ensuring the QA.
Coordinates and facilitates call calibration sessions for call center staff on key metrics to improve performance.
Respond promptly to all escalations made by the contractual client or the final client via telephone, email, text messages or chat.
Service customers via phone, email, and chats as and when required.
Punctuality and attendance are essential in this role.
Perform other duties as assigned.

Required Skills/Abilities:

Experience providing feedback and coaching employees.
Dedication to providing exceptional customer service and focus on quality.
Ability to collaborate and work effectively within a team environment.
Advocate for customers and effectively communicate their suggestions, issues, and feedback to the appropriate departments within the organization.
Able and willing to work shifting schedules, including weekends.

Education and Experience:

Minimum of 2 years of call center experience.
Previous QA, supervisor or trainer experience preferred.
Excellent verbal and written English language skills required.
Experience with the full training lifecycle including analysis, design, delivery, and evaluation.

Physical Requirements:

Sitting and standing.
Working on a computer for a prolonged period.

WE ARE AN EQUAL-OPPORTUNITY EMPLOYER We consider applicants for all positions without regard to race, color, religion, creed, gender, age, national origin, or disability, which can be reasonably accommodated without undue hardship, veteran status, or any other legally, protected classification.

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Quality Analyst

Job Posting for Quality Analyst at ContactPoint360

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