Quality Analyst

Quality Analyst

Minimum Requirements:

• Matric (Grade 12)
• Call Centre Certification
• Quality Assurance Certification
• 5 years of experience

Responsibilities:

• Planning and Reporting (10%):
• 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 procedures.
• 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, a lower return rate, and a high customer satisfaction and customer support rating.
• Evaluate whether agents provide comprehensive troubleshooting and solve problems for customers over various communication channels.
• 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.
• 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.
• Continuous Improvement (20%):
• Conduct frequent mock calls with agents.
• Identify retraining requirements based on the results of the evaluations of the quality of communication.
• 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.
• Provide continuous input on the improvement of the hearing hub procedures and processes.
• Provide continuous input on improving the customer experience and service.
• Liaise with the Continuous Improvement Audiologist to maintain the list of FAQs based on queries logged by customers and corresponding responses.
• Alert top management to the needs and desires of our prospective and existing customers.
• 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.
• Ensure that the records reflect accurate representations of the customer interactions and that escalations are recorded with the optimal amount of information for effective 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.