Quality Analyst

Boardroom Appointments

Pretoria

ZAR 200 000 - 300 000

Job description

Develop and maintain quality objectives and measures for the effectiveness of sales and service in line with best practices
Setup management-approved key metrics and monitor performance on each metric
Ensure continuous improvements on the evaluation metrics
Compile and present reports on performance metrics to management, highlighting areas of success and areas needing improvement
Report on performance on key metrics to management satisfaction
Manage the system configuration for monitoring performance on defined metrics (scorecards, dashboards, and reports)
Sales and customer support 30%
Continuously measure the quality of voice calls, video calls, live chat, email, and text messages
Interpret QA scorecard results and advise on midcourse corrections and/ or improvements
Listen to live or recorded calls to evaluate sales and customer service agents' performance
Assess calls based on predefined quality criteria, such as adherence to scripts, professionalism, accuracy, and customer satisfaction
Assist with enhancing and encouraging a culture of excellent customer service
Evaluate whether agents action inbound sales calls according to applicable procedure(s)
Evaluate whether agents are equipped to assist customers with questions about hearing loss and hearing aid benefits
Evaluate whether agents articulate factual and accurate information, portraying the company and brand(s) in the best way possible, ultimately driving a higher conversion rate, alower return rate, and a high customer satisfaction and customer support rating
Evaluate whether agents provide comprehensive troubleshooting and solve problems for customers to get the products working over either voice or video call, live chat, email or message
Evaluate whether agents obtain and note quality information from the customers to allow for effective management of the relevant escalation
Evaluate whether effective query escalation procedures are followed for resolving queries correctly and with discretion, resulting in efficient resolutions
Evaluate whether agents offer our customers the best care by making appropriate call transfers, where the knowledge or skills of other team members are required
Customer Experience 30%
Assist with cultivating and maintaining a healthy and effective team culture
Monitor post-engagement customer satisfaction ratings while evaluating an engagement
Analyze customer feedback to identify areas for improvement and ensure customer satisfaction
Interpret customer satisfaction during engagements and advise on midcourse corrections and/ or improvements
Evaluate whether customers have a positive view of Company and B2C brands (Lexie Hearing and Go Hearing)
Evaluate whether problems are solved as effectively and efficiently as possible
Evaluate whether agents conduct business in a professional manner when communicating and interacting with customers to ensure customer satisfaction
Evaluate whether agents reinforce information provided on a call with texts and/or emails
Actively communicate with other staff members to ensure best-practice customer satisfaction
Conduct frequent mock calls with agents
Identify retraining requirements based on the results of the evaluations of the quality of voice calls, video calls, live chat, email and text messages
Analyze engagement data and performance metrics to identify trends, strengths, weaknesses, and areas for improvement
Contribute to establishing, improving and ensuring active management of teams KPI's with frequent and proactive feedback
Evaluate individual and team performance, performing audits on communication logs, emails, and call recordings to identify areas for improvement
Identify and notify management of possible process improvements to enhance overall efficiency and customer satisfaction
Identify retraining requirements based on quality objectives
Provide continuous input on improvement of the hearing hub procedures and processes
Provide continuous input on improving the customer experience and service
Assist with key metrics to stay relevant and are continuously improve
Liaise with the Continuous Improvement Audiologist to maintain the list of FAQs based on queries logged by customers, and the corresponding responses
Alert top management to the needs and desires of our prospective and existing customers
Provide customer feedback on product or training information to the
Quality & Compliance 10%
Ensure communication is ethical and in line with Company Policy and provide training
Monitor and enforce the correct use of internal systems
Monitor and enforce HIPAA, PCI, and POPIA Privacy Requirements
Maintain customer records in accordance with procedures and HIPAA
Maintain absolute customer confidentiality and protection of personal information in accordance with regulations and procedures and ensure the team does the same
Keep quality customer interaction evaluation logs complete and up to date, on any system, sheet, or form as required in accordance with the procedure
Ensure that the records reflect accurate representations of the customer interactions, and ensure that escalations are recorded with the optimal amount of information for effectiveand efficient resolution
Ensure other required documents, reports, and email accounts are up-to-date and accurate
Ensure proper knowledge is gained and kept on all regulatory, policy, and procedural requirements
Positively adhere to all regulatory, policy, and procedural requirements
Ensure that agents adhere to company policies and procedures, providing feedback and coaching when necessary