Call Quality Analyst

October 24

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Description

• Our ideal candidate is self-driven, detail-oriented and has demonstrated a consistent level of quality support across an organization. • Additionally, one must be able to interpret and implement quality assurance standards and provide accurate and comprehensive feedback. • Interpret, build upon, and comply with company’s quality assurance standards. • Document quality assurance activities with internal reporting and audits. • Review agents’ conversations across all contact touchpoints, such as but not limited to the consumers, the providers and the internal team members ensuring compliance with quality standards, guidelines and procedures. • Maintain audit, coaching and performance logs. • Document audit observations, such as but not limited to, red flags and non-compliant agent behaviors. • Play a part in developing supporting documentation for training and operations. • Contribute to call calibration sessions. • Participate in team meetings to discuss agent evaluation feedback, and implementation of quality management strategies. • Provide training to team members; and conduct coaching sessions whenever deemed necessary. • Identify issues, analyze performance, and communicate trends to the QA Manager. • Serve as an intermediary for escalations between agents and consumers. • Perform other responsibilities as assigned by the QA Manager.

Requirements

• Have worked as a Quality Assurance Analyst over the past year, specializing in Customer Service and Sales within a voice campaign, accumulating a total of 2 to 3 years of experience. • A minimum of 1 year of experience as an independent contractor with personal equipment and a dependable internet connection. • With data research skills. • Knowledge on data analysis. • Excellent analytical and problem-solving abilities and meticulousness. • Highly developed attention to detail. • Outstanding communication skills in both writing and speaking. • Capability to submit high-quality deliverables accurately and within the agreed timeline. • Proven track record of consistently meeting and exceeding set goals. • Ability to work both as part of a team and independently with minimal supervision. • Ability to understand and speak the Spanish language is a plus. • Experience in a training and coaching environment is an advantage. • Strong computer skills and knowledge of Google Workspace and Salesforce.