Quality Analyst

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

A Quality Analyst (QA) is responsible for ensuring the highest quality of customer interactions within the call center. This role involves monitoring and evaluating calls, chats, and emails to ensure agents adhere to company standards, follow established protocols, and provide exceptional customer service. The Quality Analyst uses their findings to identify trends, provide constructive feedback to agents, and collaborate with management and training teams to drive continuous improvement.

Key Responsibilities:

• Call Monitoring and Evaluation:

  • Conduct regular monitoring of agent-customer interactions (calls, chats, and emails) against a predefined quality scorecard or rubric.

  • Score interactions accurately and consistently based on criteria such as professionalism, tone, accuracy of information, and adherence to compliance guidelines.

  • Document detailed feedback for each interaction, highlighting both strengths and areas for improvement.

• Reporting and Analysis:

  • Analyze quality data and performance metrics to identify trends, root causes of issues, and opportunities for process improvement.

  • Prepare and present comprehensive reports on individual agent and team performance to supervisors and management.

  • Collaborate with supervisors to discuss agent performance and develop targeted coaching plans.

• Coaching and Training:

  • Provide one-on-one coaching and feedback sessions to agents based on evaluation results.

  • Participate in calibration sessions with supervisors and other QAs to ensure consistency in scoring.

  • Assist in identifying training needs and contribute to the development of training materials and programs.

• Compliance and Process Improvement:

  • Ensure all agents comply with company policies and regulatory requirements during customer interactions.

  • Identify and recommend improvements to existing processes, scripts, and quality assurance programs to enhance efficiency and customer satisfaction.

  • Stay up-to-date on industry trends and best practices in quality assurance.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!