Quality Analyst - Internal

Job purpose

The Quality Analyst works with minimal supervision and is frequently required to use professional skills, discretion and sensitivity while addressing various quality and training issues. Will work as a team member in determining departmental needs and serves as a resource for the Associates and Management Team. Provides Quality, Training and coaching for the further development of each employee. Must work well with a variety of individuals and be able to resolve issues professionally.

Key responsibilities

• Monitor and evaluate customer interactions across various channels (phone, chat, email, social media) to ensure quality standards are met
• Provide regular feedback to agents and their supervisors on their performance based on established quality metrics
• Conduct root cause analysis of any identified quality issues and work with the team to develop and implement corrective actions
• Collaborate with other departments to identify opportunities to improve the customer experience
• Develop and maintain quality assurance policies and procedures
• Participate in the training and development of new call center agents
• Prepare and present reports on quality metrics and trends to management

Qualifications & Desired Skills

• Experience: 2 year and above
• Education: Graduate/Post Graduate
• Skills

• Strong MS Advanced Excel skills
• Excellent verbal and written communication skills required.
• Strong customer service and interpersonal skills
• Basic facilitation, research, and problem-solving skills preferred, but not required
• Ability to analyze data and derive actionable insights
• Client focused and solutions oriented; Good problem solving and analytical skills. Ability to use judgment to help analysts apply the most appropriate solution for complex client situations
• Ability to collaborate and work effectively with cross functional teams
• Self-learner interested in both the how and the why
• Ability to prioritize effectively according to changing circumstances and manage multiple projects while maintaining strict attention to detail
• Demonstrates ability to coach and provide feedback to analysts