Quality Analyst (Pooling)

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

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)