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QA Analyst (Call Centre)
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General Details
Description
The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call centre. The QA will monitor outbound calls and email responses to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall Callforce customer’s experience.
Experience and skills required:
- 2-3 years experience in a similar role
- 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
Responsibilities:
- Participates in design of call monitoring formats and quality standards.
- Performs call monitoring and provides trend data to site management team.
- Uses quality monitoring data management system to compile and track performance at team and individual level.
- Monitors customer care email responses.
- Participates in customer and client listening programs to identify customer needs and expectations.
- 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 and managers.
- Prepares and analyzes internal and external quality reports for management staff review.
- Perform other duties as assigned.
Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.
https://www.ditto.jobs/job/gumtree/334739193?source=gumtree
Id Subtitle 1137172485
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CallForce
Selling for 2+ years
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Senior Associate Quality is responsible for transactional quality monitoring and quality improvement based on the company’s Quality Management Framework
Roles and responsibility
Perform quality audits and evaluationsProvide Feedback and coaching to improve customer experienceParticipate in team huddles to discuss Quality Scores and opportunity areasProvide process updates as per requirementParticipate in internal/external calibration sessionsHandle transactions to stay in sync with OperationPublish quality trends, feedback and improvement /enhancement reportsProduce Quality reports and dashboards such as TNI, Pareto etc.Ensure compliance and conduct, drive customer experience improvementContribute to the development of short- and long-term goals of the processEnsure quality and CSAT targets are always met
Preferred Skillset
Exceptional listening and analytical skillsExcellent oral, written and interpersonal communication skillsIntermediate level of knowledge in MS-OfficeWork accurately and with an eye for details
Requirements
2+ years of experience as a Quality AnalystA Bachelors/College Degree any field is an advantage
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