Job Description
The Senior Quality Analyst is responsible for overseeing and ensuring the integrity and consistency of quality processes and procedures across assigned accounts. This role involves leading quality initiatives, managing audits, and collaborating with various teams to enhance overall quality performance. Additionally, the Senior Quality Analyst assesses the quality of performance of contact center staff, monitors communications, and recommends improvements to enhance the overall customer experience.
Key Responsibilities
• Develop and maintain quality Process: Design, implement and update quality process and procedures, as well as ensuring the consistency and integrity of quality standards across all accounts.
• Lead Quality Initiatives: Champion quality improvement initiatives and projects. Collaborate with internal and external stakeholders to drive quality enhancements. Monitor and report on the effectiveness of quality improvement initiatives.
• Audit Management: oversee and manage internal and external audits. Ensure all processes and controls comply with relevant standards and regulations. Address and resolve any findings in a timely manner.
• Contact Center Quality Assurance: Assess the quality of performance of contact center staff who interact with customers. Monitor voice/ non voice interactions, to evaluate behavior, technical accuracy, customer service performance and compliance with program policies and procedures. Recommend improvements to training and operations as needed to improve overall customer experience and quality
• Data Analysis and reporting: Analyze quality data to identify trends and areas for improvement. Prepare detailed reports and presentations on quality performance and provide actionable insights to senior management.
• Quality analyst may also be responsible for organizing the bi-weekly calibration meetings, including analyzing data, creating the deck, and conducting the meeting with management
• Assist the queues as demanded in processing calls, chat, emails, and back-office workload when necessary
• Lead special projects assigned by the leaders of the department and meet the established deadline
Knowledge, skill set, and qualifications required:
• High school diploma with 1-2 years of Call Center Experience.
• Advance English level with excellent verbal and written communication skills
• Outstanding customer service skills and dedication to providing exceptional customer care
• Exceptional listening and analytical skills
• Research, analytical and problem-solving skills
• Must be a self-motivator and self-starter
• Must be proficient with Microsoft Office (intermediate Word, basic Excel)
• 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
