JOB DESCRIPTION:

Quality Assurance Analyst is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer. You will also help associates by training them how to make a great conversation and close the sale and build excellent rapport with the customers. You will lead by example. When required, you will demonstrate by attending a live call / chat and show how a customer winning conversations are done, to inspire the associates and team members. The QA will examine inbound call, outbound call and live chat, responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. You will assist your line manager in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer’s experience.

KNOWLEDGE, SKILL SET & QUALIFICATIONS REQUIRED:

• 2-3 years Call Center Sales and Quality Assurance Experience
• Bachelor Degree a plus
• Excellent verbal, written and interpersonal communication skills;
• Outstanding customer service skills and dedication to providing exceptional customer care;
• Must be self-motivator and self-starter;
• Focus on quality and customer service;
• Exceptional listening and analytical skills;
• Solid time management skills;
• Must be able to effectively deal with people at all levels inside and outside of the Company;
• Creative ability & writing proficiency;
• 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;
• Must be proficient with Microsoft Office (intermediate Word and excel)

• Participates in design of call monitoring formats, scripts and quality standards.
• Performs call/chat examination and share scores performance scores at team
• and individual level.
• Participates in customer and client listening programs to identify customer needs
• and expectations.
• Participate in preparing mock calls and doing roleplays with the associates.
• Take leadership initiative by regularly talking to a small set of customers, understand their needs and onboard them whereby gaining expertise on customer acquisition.
• Take the recording of the best calls of self and other associates and use it for ongoing improvement of conversations of Associates.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Provides feedback to call center team leaders, managers and trainers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Perform other duties as assigned from time to time based on organizational needs.