Training & Quality Analyst

The Training & Quality Analyst will be responsible for reviewing performance and delivery of feedback on the quality of service produced by a Customer Service Representative (CSR), as defined by both client's internal criteria and the customer satisfaction level derived from customer feedback surveys.

The individual will also be responsible for providing input in developing and implementing quality standards.

This responsibility will involve reviewing ways to improve quality, minimize errors, track operative performance, create reports, performance data and ensure customer satisfaction levels are delivered in line with the forecasted objectives.

The individual will also provide measurements to help gauge the customer's overall level of satisfaction with the service experience and provide leadership and direction to management in evaluating and addressing customer service performance issues.

The Quality Analyst needs to be able to explain and educate the CRS with the corrective actions and plan future assurance of a high level of support by doing planning and develop strategies to achieve given KPIs.

• Responsibilities
• Able to assess agent's performance & provide support for improvement.
• Support the overall QA work flow by conducting customer call evaluations and providing feedback, generally to the Team Leads & agents in a constructive manner.
• Accountable for collecting, coordinating, evaluating, and providing call data from agents to Team Leads and providing feedback and reporting.
• Meet weekly / monthly call evaluation metrics and ensure calibration for Quality monitoring between the Quality Analyst and Team Leads internally and Quality calibrations externally with the customer.
• To achieve quality assurance operational objectives by contributing information and analysis to strategic plans and reviews.

DSAT / CSAT)

Pursues work with energy and drive and is motivated by accomplishments.

Schedule :

Supplemental Pay :