Job description

Position Title: Quality Analyst

Reports To: Quality Assurance Manager

PURPOSE OF THE POSITION:

The purpose of the Quality Analyst (QA) role is to ensure a high standard of customer interaction by

monitoring, evaluating, and enhancing the quality of communication between the organization and its

customers. The QA will assess inbound and outbound calls, as well as email interactions, to evaluate

associates’ adherence to company policies, technical accuracy, customer service performance, and

professionalism.

KEY ACCOUNTABILITIES:

• The QA will monitor inbound and outbound call and emails responses to assess associates'

demeanor, technical accuracy, customer service performance, and conformity to company

policies and procedures.

• Conduct mock calls to associate and check their work on-call and ask some product related

questions and analyze them.

• 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 analyses internal and external quality reports for management staff review.

YOUR SKILLS AND EXPERIENCE:

• Must have good English listening skills, excellent verbal, written, and interpersonal

communication skills.

• Must have Basic Computer knowledge and be proficient with MS Office (intermediate Word,

basic excel)

• Must be comfortable with early morning shifts. Solid time management skills • Minimum higher

secondary education required, bachelor's degree a plus

• Coordinate and report to the management.

• Outstanding customer service skills and dedication to providing exceptional customer care.

• Exceptional listening and analytical skills, creative ability, and writing proficiency.

• Focus on quality and customer service. Develop and maintain Quality assurance procedures and

documentation.

• Must adapt well to change and successfully set and adjust priorities as needed

• Must be a self-motivator and self-starter.

• Ability to multitask and successfully operate in a fast-paced, team environment.

• Strong interpersonal and communication skills, being an effective team player, being able to

work with individuals at all levels within the organization and building remote relationships.

• Excellent prioritization skills, the ability to work well under pressure, and the ability to multitask.

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