Quality Analyst

Acquire Intelligence Australia Pty Ltd

Live or recorded monitoring of agent interactions
Conducting end-to-end quality feedback sessions
Assessing transaction handling against guidelines
The Quality Analyst is responsible for conducting end-to-end monitoring and feedback to reinforce positive agent behaviors

Job Summary

  • The Quality Analyst is responsible for conducting end-to-end monitoring and feedback to reinforce positive agent behaviors.
  • This role ensures all agent-customer interactions comply with pre-determined quality and compliance guidelines through live or recorded monitoring.
  • The position involves regular coaching sessions, reporting critical errors, and facilitating calibration sessions to improve overall team performance.

Matching Summary

The Quality Analyst is responsible for conducting end-to-end monitoring and feedback to reinforce positive agent behaviors.

Skills & Requirements

Must-have

  • Live or recorded monitoring of agent interactions
  • Conducting end-to-end quality feedback sessions
  • Assessing transaction handling against guidelines
  • Providing accurate impartial judgement on evaluations
  • Reporting daily weekly monthly monitoring scores

Nice-to-have

  • Collaborating with Operations and Training teams
  • Facilitating calibration sessions for agents
  • Participating in process improvement designs
  • Strong analytical skills for root-cause analysis
  • Ability to attend administrative hearings

Key Requirements

  • Experience in contact center quality assurance
  • Knowledge of compliance guidelines and auditing
  • Ability to perform data analysis and reporting

Work Rights

Not specified

Tailored Resume

Cover Letter