Call Centre Quality Analyst

at  Blue Iris Software Trading LLC

JOB DESCRIPTION: QUALITY ANALYST - CALL CENTER

Note: This is a 6 working day job.

OVERVIEW:

We are seeking a meticulous and dedicated Quality Analyst to join our call center team. The ideal candidate will be responsible for monitoring and evaluating the performance of our customer service representatives to ensure adherence to company standards and enhance the overall customer experience.

QUALIFICATIONS:

• Proven experience as a Quality Analyst in a call center environment.
• Strong analytical skills and attention to detail.
• Excellent verbal and written communication skills.
• Ability to provide clear and constructive feedback.
• Proficiency in quality assurance software and tools.
• Strong understanding of call center operations and metrics.

• Call, Chat, and Email Audits:
• Conduct regular audits of calls, chat interactions, and emails to evaluate the quality of service provided.
• Identify areas for improvement and ensure compliance with company policies and procedures.
• Call Calibration:
• Participate in call calibration sessions to ensure consistent scoring across the team.
• Align with other quality analysts and team leaders to maintain uniformity in quality assessment.
• Feedback Sessions:
• Provide constructive feedback to customer service representatives based on audit findings.
• Conduct one-on-one sessions to discuss performance and suggest actionable improvements.
• Quality Process and Scoring:
• Develop and refine quality assurance processes and scoring methodologies.
• Implement and maintain quality standards to ensure high levels of customer satisfaction.