back to top

Job Description

Contact Center – Quality Assurance Analyst

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

We are looking for Quality Assurance Analyst

  • 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.
  • 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)

By continuing to use the site, you agree to the use of cookies. more information

The cookie settings on this website are set to "allow cookies" to give you the best browsing experience possible. If you continue to use this website without changing your cookie settings or you click "Accept" below then you are consenting to this.