CS Quality Assurance Analyst | Intouch CX Q224

NOK Human Capital is hiring " CS Quality Assurance Analyst" for IntouchCX, a global BPO leader in customer support industry.

About The Job 

We’re changing the way people think about customer service, and we need your help! 

We’re looking for a " CS Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts. 

As " CS Quality Assurance Analyst, You Will…  

• Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed  

• Complete Quality Assurance and coaching session reports on a weekly basis  

• Attend and participate in meetings with supervisors and managers to review monitoring lists  

• Attend and participate in partner and internal calibration meetings  

• Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers  

• Report scripting problems or questions from callers to appropriate departments • Distribute partner and company related correspondence to all CSRs/Tier 2 team members • Perform other duties as assigned. 

As " CS Quality Assurance Analyst, You Have…  

• High school diploma or equivalent (required)  

• 1 year of front-line contact center experience (preferred)  

• 1-2 years of Quality Assurance experience (preferred)  

• Intermediate knowledge of MS Excel, MS Word and MS Office (required)  

• Ability to type 30 wpm minimum with accuracy  

• Strong verbal and written communication skills, including spelling and grammar  

• Excellent organizational and time management skills  

• Ability to make fair and consistent judgments and decisions  

• Ability to multi-task under high-pressure situations  

• Ability to solve problems and offer suggestions in a positive and developmental manner  

• Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls  

• Ability to perform basic mathematical functions to ensure scoring accuracy  

• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds  

• Ability to work a variety of shifts including days, afternoons, evenings and holidays  

 If you match the above criteria, send your CV to resume@nokhc.net mentioning "CS Quality Assurance Analyst” in the subject line