Call Center Qa Analyst

Description:

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.