Description:
Experts Communication is looking for QA Analyst (Call Center) to join our team on the night shift.
Responsibilities:
- Maintain and develop internal support and call center quality standards;
- Review a subset of support agents’ conversations (call-based)
- Assess support interactions based on internal standards;
- Accompany evaluations with meaningful and constructive feedback;
- Discuss and explain feedback with agents in meetings;
- Create strategies for improvement.
- Help agents improve their performance with specific instructions and constant support;
- Monitor customer service performance on the agent and team levels.
- Create reports that reflect support performance;
- Contribute to the team culture in a positive manner.
Requirements:
- Experience in the customer service space;
- Proven track record of analytical skills.
- Hands-on experience in quality assurance.
- Great people skills and ability to communicate (negative) feedback;
- Good organizational skills, and knowledge of goal-setting practices;
- Problem-solving capabilities to create meaningful strategies to improve support quality.