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Job Description

Contact Center – Quality Assurance Analyst

Expires on: September, 26 2020
Job Code: VL/KV/1808/D/05
Chicago
Experience: 4-6 Years
Location: Chicago

We are looking for Quality Assurance Analyst

Responsibilities
  • Responsible for assessing the quality of the performance of our call center associates who deal with the customers
  • Monitor inbound and outbound call to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures
  • Assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer experience
  • Participates in design of call monitoring formats and quality standards
  • Performs call monitoring and provides trend data to site management team
  • Uses quality monitoring data management system to compile and track performance at team and individual level
  • Participates in customer and client listening programs to identify customer needs and expectations
  • Provides actionable data to various internal support groups as needed
  • Coordinates and facilitates call calibration sessions for call center staff
  • Provides feedback to call center team leaders and managers
  • Prepares and analyzes internal and external quality reports for management staff review
  • Perform other duties as assigned.
Requirements
  • Excellent verbal, written and interpersonal communication skills
  • Outstanding customer service skills and dedication to providing exceptional customer care
  • In-depth understanding of customer experience process and procedures
  • Must be self-motivator and self-starter
  • Focus on quality and customer service
  • Exceptional listening and analytical skills
  • Solid time management skills
  • Creative ability & writing proficiency
  • Ability to multitask and successfully operate in a fast paced, team environment
  • Must adapt well to change and successfully set and adjust priorities as needed
  • Must be proficient with Microsoft Office (intermediate Word, basic Excel)
Apply




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