Quality Assurance Analyst Customer Support

Job description
Monitor calls to ensure the process is followed as per guidelines.
Quality check product knowledge, policies, and procedures
Improves customer satisfaction and call quality by monitoring agents and providing feedback via one-on-one and group coaching sessions.
Must have demonstrated strong organizational, time-management, and written and oral communication skills.
Participates in Joint call monitoring with client, facilitates internal and external calibration sessions.
Coordinate with Team lead, Trainers on the calibration of service processes.
Create quality reports for supervisors and management on individual agents to suggest actions for improvement.
Meet with Team Lead, Supervisors and Trainers on actions plan. Build reporting on Project level trends, scoring, and based on ad hoc requests
Provides focused quality audits and performance feedback to team leaders/supervisors and managers for assigned teams within the timeframe guidelines.
Act as a key stakeholder will keep management informed on all critical situations.
Documenting quality issues, performance measures and quality improvements for management review.
Models and shares best practices with team members with ability to receive feedback and act when appropriate.
Requirements :

2-5 years relevant work experience
Requires interpersonal skills with the ability to work with both management and staff employees.
Previous Quality Assurance experience preferred.
Currently meeting or exceeding KPI s
Previous experience in a Customer Service organization and call center required. Possess analytical skills and can read and interpret data.
Excel and Power Point experience preferred. Able to handle multiple tasks while working independently and collaborate with tact and diplomacy
Role: Quality Analyst
Industry Type: IT Services & Consulting
Department: Quality Assurance
Employment Type: Full Time, Permanent
Role Category: Business Process Quality
Education
UG: Any Graduate
PG: Any Postgraduate
Key Skills
BPOQuality Assurance AnalystSupervisorCall monitoringPDFManager Quality AssuranceCustomer Support AssociateCustomer serviceManagementTechnical support