Quality Analyst (CALL CENTER)

TITLE: Quality Analyst

Roles and Responsibilities:

1. Participate in the design of quality control models of service channels and quality standards.
2. Monitor calls/visits/emails and provide data to the management team.
3. Use QC/paper system to assemble and track performance for call center teams and improve performance.
4. Participate in customer listening programs to identify needs and expectations.
5. Provide actionable insights for various internal support groups as needed.
6. Coordinate calibration sessions for the Centre's staff.
7. Provide feedback to the leaders of the call center and management teams.
8. Preparation and analysis of internal and external quality reports to review the Department's relevant staff.
9. Conduct quality training sessions with various members of the contact center team.
10. Other duties as assigned.

Qualifications:

1. Outstanding communication and interpersonal skills.
2. Experience in quality assurance in a call center/customer service environment (preferably).
3. Knowledge of relevant customer relations management practices/systems.
4. Experience in a federal government entity of at least two years.