What are the responsibilities and job description for the Quality Analyst position at Qualfon?
Quality Analyst
Posted On: Sep 27, 2022
Location: Johnstown, Pennsylvania, US
Company: Qualfon
Job Summary
Main Objectives and Duties:
1. Call Monitoring
- Evaluates English communication skills of agents
- Provides feedback and coaching for every evaluation
- Conducts Root Cause Analysis
- Identifies communication barriers during call monitoring
- Sends agents to special trainings in communication skills when needed
2. Five audits per agent with coaching
- Plots monitoring schedule
- Coordinates with Ops Supervisors for QA meetings with teams and Root Cause Analysis (RCA) sessions with agents
- Develops action plans based on root causes
- Conducts Performance Improvement Plan for low performers
3. Daily, Weekly , Monthly and Special Reports
- Produces and submits reports to Operations Supervisors containing evaluations and scores
- Submits Weekly RCA Report to QA Supervisor
- Updates daily reports of the department containing QA scores
- Issues Performance Improvement Process (PIP) related forms
4. Information dissemination and calibration
- Conducts and joins internal and external call calibration sessions
- Attends conference calls with the client on specific skills for calibration purposes
- Reads and disseminates important information from e-mails, Agent Support, etc.
- Discusses QA guidelines with agents
- Takes refresher courses
- Participates in meetings with QA Supervisor and whenever invited by Operations
6. Special projects
- Performs special assignments given by the immediate supervisor
- Participates in incentive programs of the QA department
- Acts as stand-ins in the absence of the Operations Supervisor in providing team assistance
Area of expertise (Skills)
Graduate of any 4-year degree or its equivalent
At least one year experience in Call Center operations
At least one year experience in Call Center operations
Other Skills and Experiences (Min)
Leadership Academy
Proficient in MS Office (Excel)
Proficient in MS Office (Excel)
Education
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