Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our Customer support/Technical Support/Sales associates who deal with our existing and potential customers.
The QA will monitor Chats, inbound and outbound calls and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
This individual will assist in developing, creating and implementing quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customers experience.
Participates in design of call monitoring formats and quality standards.
Performs call, Chat, Email monitoring and provides trend data to management team.
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 Shift Supervisors and Support/Sales associates.
Provides feedback to Support/Sales associates and Team leaders.
Prepares and analyzes internal and external quality reports for management staff review.
Perform additional tasks as business requirement.
KNOWLEDGE, SKILL SET & QUALIFICATIONS REQUIRED:
2-3 years Call Center Experience and minimum 1 year experience in call quality monitoring
Excellent verbal, written and interpersonal communication skills;
Outstanding customer service skills and dedication to providing exceptional customer care;
Must be self-motivated and self-starter;
Focus on quality and customer service;
Exceptional listening and analytical skills;
Solid time management skills;
Must be able to effectively deal with people at all levels inside and outside of the Company;
Creative ability & writing proficiency;
Ability to multitask and successfully operate in a fast paced, team environment;
Must adapt well to change and successfully set and adjust priorities as needed;
Must be proficient with Microsoft Office (intermediate Word, basic Excel);
Must be flexible to timings and 24/7 shifts
ITIL and Six Sigma Green Belt certification will be an added advantage.
Salary: Not Disclosed by Recruiter
Industry:BPO / Call Centre / ITES
Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations
Role:Quality Assurance/Quality Control Manager
Employment Type:Permanent Job, Full Time
Desired Candidate Profile
Executive Search | Recruitment | Staffing services | Training | HR aligned services.
Contact Company:Cynosure Corporate Solutions