Quality Analyst

Job description

·  Job Description:

JOB SUMMARY:

The role of the Quality Analyst is to perform quality assurance audits on phone calls, chat, email, ticket and case logs. The QA will review and grade customer contact events for technical accuracy, compliance to policies and procedures and observable soft skills.  Provide feedback to assist in the creation of quality standards and performance improvement goals.

Profile:

·  At least 2 years of experience in Service Desk and/or Quality Analyst   
·  Energetic, self-driven and Quality/Improvement focused
·  Analytical, strong problem solving and coaching skills, excellent time management, ability to multitask effectively
·  Customer focus, strong team player, resourceful and results oriented
·  Highly motivated and able to encourage innovation within the organization
·  Moderate level of technical knowledge will be an added advantage
·  Intermediate user of – Ms. Office ( Outlook, Excel, PowerPoint, SharePoint )

Responsibilities & Activities:

·  Performing transaction monitoring for all agents parked under your supervision  
·  Producing Quality Reports and providing feedback to the Quality Manager, Team Leads and Coaches
·  Perform call , chat, ticket and email audit / compliance check within given timeframe
·  Assist HR with language assessment during interview
·  Compile, analyze and publish quality data
·  Investigate and determine root cause of customer complaints
·  One on One feedback sessions to be conducted with agent and operations
·  Calibration with team members and other support staff
·  Analyze and propose improvement plans from the feedback received from client surveys ( CSAT / DSAT )