Quality Analyst

Education:

High School Graduate is required

Experience:

Min 1-2 years of experience in a call center managing the inbound calls (same experience needed in Claims process in case of back office)

Mandatory Skills:

• Must be good in coaching skills (for coaching the CSR based on their call quality)

• Must be proficient in typing speed

• Excellent written and verbal communication skills

• Excellent time management skills

• Strong keyboarding/computer skills, including Microsoft Word and Excel 

• Must be detail oriented with good observation skills.

Roles & Responsibilities:

• Remotely monitors customer service skills of all customer service representatives to ensure quality of call handling, accurate coding in CRS and making appropriate documentation.

• Completes established monitoring objectives in accordance with applicable SOP’s. 

• Provides written and oral feedback to the CSR on all calls monitored. 

• Completes daily statistical reports and spreadsheets according to standard procedure. 

• Completes Quality Control Reports as assigned on a daily basis, makes corrections to CRS when errors exist and documents the contact.

• Attends weekly and monthly department meetings to calibrate monitoring measurements.

• Notifies management immediately of serious infractions in a Customer Service Representative’s call quality.

• Follows all client SOP’s and applicable work related guidance documents.

• Responsibilities may include taking Supervisory calls and escalations.

• Ensure daily / weekly / monthly audit targets are met.

• Ensure audits are completed as per client requirements and ATA is maintained.

• Ensure to take calls whenever needed as specified  by the manager.  

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job.  Employees in this job may perform other duties as assigned.