Call Quality Analyst

Job Description

• Call Quality Assurance Analyst is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers.

• Monitors, evaluates and/or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.

• Participates in calibration sessions/call listening sessions with Call Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices.

• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes.

• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies.

• Makes recommendations for enhancements to training, processes or other areas to improve performance, remove customer effort and enhance the overall employee and customer experience.

• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.).

• Prepare reports capturing service quality trends and variances for the team/department.

• Investigate customer complaints and non-conforming products to root cause analysis and implement corrective actions.

• Stay current on industry trends and advancements in call quality assurance to recommend and implement best practices.

• Participate in call quality management reviews and provide valuable insights and recommendations for continuous improvement.

Desired Candidate Profile

Requirements:

• Minimum 2+ years of experience in a call quality analyst role.

• Strong knowledge of call quality assurance methodologies, tools, and best practices.

• Excellent analytical and problem-solving skills.