Quality Analyst

Overview

The Quality Analyst assesses call quality to ensure that CSRs deliver their role in line with the company and client’s quality values and methodology.

Responsibilities

• Monitoring of Calls – 15-30 calls per day
• Daily/weekly/monthly reports and other communication materials to highlight quality metric performance achievements and identify areas of opportunities
• Input data pertinent to quality measurement database systems for capturing, analyzing, and providing timely and accurate reporting on call center performance.
• Interface with Call Center Supervisors, Customer Service Reps, support business units, and other cross-functional areas where needed to help determine quality needs and provide recommendations on continual process improvement.
• Identify and report any required training issues to department management and trainers.
• Take an active part in the evolution of the attribute document
• Identify changes that need to be made to our evaluation tool
• Create and update standards as appropriate
• Create scripting and resources for agents when requested or needed
• Provide in-depth comments on evaluations for manager coaching
• Train new members that join our team
• Follow up with issues identified to ensure they are resolved
• Contributes to QA scorecard evaluations used in monthly, quarterly, and annual performance reviews.
• Team Accountability (QA and CSi Performance) – weekly progress report with action items
• Attend and actively participate in weekly calibration and facilitation on a rotational basis
• QA Orientation for New Hires – as needed
• QA Orientation for Cross Skilling of agents – as needed
• Facilitation of Mock Calls and Certification – as needed
• Perform other duties and special projects as assigned.

Qualifications

• Minimum 1 year previous experience as a Quality Analyst (for External)
• Minimum 1 year previous Call Center experience (for Internal)

Knowledge:

• Intermediate knowledge in MS Office especially MS Excel
• Previous front-line experience and successful completion of program specific training on the program being supported is required.

Skills:

• Strong interpersonal communication skills
• Effective oral and written communication skills
• Team-oriented and Self-motivated
• Performance-oriented and Results – Oriented
• Exception performance History in the area of Quality Performance and CSi

Abilities:

• Ability to exhibit efficiency in terms of the quality and speed of administrative tasks and deliverables a trainer has to complete. This will also be based on the amount of time a trainer has spent in classroom training and coaching sessions (SBS or Remote).
• Ability to respond positively to changing environment
• Ability to exhibit professionalism/credibility in his/her facilitation skills
• Demonstrated ability to work with and lead a team
• Demonstrated ability to communicate effectively and professionally with internal and external associates
• Must be willing to work on a graveyard shift; and can travel from one site to another (when necessary)