Providing accurate impartial judgement on transactions
The role involves conducting end-to-end monitoring and feedback to reinforce positive agent behaviors that result in customer satisfaction
Job Summary
The role involves conducting end-to-end monitoring and feedback to reinforce positive agent behaviors that result in customer satisfaction.
The Quality Analyst is responsible for ensuring all agent-customer interactions comply with pre-determined guidelines through live or recorded monitoring.
This position requires regular reporting of quality-related performance metrics along with root-cause analysis and recommended action items.
Matching Summary
The role involves conducting end-to-end monitoring and feedback to reinforce positive agent behaviors that result in customer satisfaction.
Skills & Requirements
Must-have
Live or recorded monitoring of agent interactions
Conducting end-to-end quality evaluations
Providing accurate impartial judgement on transactions
Regular coaching sessions with agents
Reporting daily weekly monthly monitoring scores
Nice-to-have
Collaborating with Operations and Training teams
Facilitating calibration sessions and variance reports
Participating in process improvement designs
Strong analytical skills for root-cause analysis
Experience with CRM and KRM systems
Key Requirements
Ability to assess transaction handling and identify improvement areas
Meeting required number of evaluations on daily weekly and monthly basis
Attending administrative hearings resulting from critical error callouts