About the role
The Call Center Quality Analyst(QA) is responsible
for assessing the quality of the performance of the call center teams dealing
with our existing and potential customers. The QA will monitor the inbound and
outbound call and email and Social Media responses to assess the team members’
demeanor, technical knowledge on products and processes, customer service
performance, and conformity to company policies and procedures. This individual
will assist in developing, implementing and assessing call center quality
processes and procedures; as well as making recommendations on training to be
done in order to improve the overall SunCulture customer experience.
Key Responsibilities:
Conduct regular evaluations of inbound and outbound
calls, assessing adherence to scripts, policies, and procedures.
Evaluate customer service representatives’
performance using predefined quality metrics.
Identify trends and patterns in customer interactions
to pinpoint areas for improvement.
Provide constructive feedback to enhance
communication, problem-solving, and customer interaction skills.
Collaborate with supervisors to implement targeted
coaching and training sessions based on identified improvement areas.
Create personalized improvement plans for
representatives to address specific performance gaps.
Utilize call center software and quality monitoring
tools to analyze trends and identify process improvement opportunities.
Prepare and present reports summarizing key quality
metrics and performance trends to management, ensuring alignment with industry
standards and best practices.
Qualifications:
Relevant Bachelor’s degree
At least 3 years in a call center with experience as
a Quality Analyst
Familiarity with call center operations, processes,
and customer service principles.
Excellent attention to detail and strong analytical
skills.
Effective written and verbal communication skills
Proficiency in using call monitoring and quality
management tools.
Critical thinker with a proactive approach to
problem-solving.
Ability to work independently and as part of a
collaborative team.
Strong organizational skills and the ability to
manage multiple priorities.
How To Apply
