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.
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 )