Quality Analyst

Job highlights

• Bachelor s degree or equivalent related experience required.
• Minimum 3 years of Supervisory and / or leadership experience required.
• Minimum 3 years of Quality Assurance and Call Monitoring experience.
• Attention to detail is a must

Will be responsible for Monitoring and evaluating inbound and outbound interaction quality of phone calls and make sure that

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Essential Functions and Responsibilities

Directs quality control activity for 100% of client deliverables; assists in resolution of deliverable issues.
Provides leadership to the team of Agents; including development of metrics for performance and productivity and ongoing coaching and skill development.
Coordinates with Operations and Client Success to ensure business initiatives are being met; collaborates with People Development on call methodology.
Measures effectiveness of calls, prepare meeting feedback forms through a proper format and monitors the result of stated recommendations.
Record feedback and to let everyone know about his/hers areas of improvements.
Should provide information to operations leaders regarding their campaign performance as well as industry trends that may impact their products and services.
Partners with Training to organize training activities related to agents.
Identifies and assesses performance to implement continuous improvement in performance and productivity of the agents in line with changing industry trends.
Provides recommendations to Operations and Client Success regarding deliverable criteria, changes, and issues.
Facilitates call calibrations and assists with identifying areas of opportunities on agent calls.

Education and Experience:

Bachelor s degree or equivalent related experience required.
Minimum 3 years of Supervisory and/or leadership experience required.
Minimum 3 years of Quality Assurance and Call Monitoring experience.

Knowledge, Skills and Abilities:

Seeking someone that can inspire and empower teams.
Ability to collaborate with others in a productive manner.
Strong analytical skills; ability to manage large amounts of data in disparate systems, combine data and create spreadsheets, and maintain attention to detail.
Excellent organizational skills and ability to maintain multitasking over an extended period of time.
Ability to communicate clearly and effectively verbally and in writing.
Ability to deliver instructions in a clear and concise manner, providing proper materials and documentation when necessary; encourages growth.
Attention to detail is a must; however, will need ability to remain flexible as business needs require.

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.