Offer summary

Qualifications:

Strong understanding of customer service principles and quality assurance processes., Experience in evaluating customer interactions and providing constructive feedback., Ability to identify process improvements and communicate insights effectively., Proficient in generating and analyzing quality reports..

Key responsibilities:

Conduct regular quality evaluations of customer interactions to ensure adherence to quality standards.

Participate in calibration sessions to maintain consistency in quality evaluations.

Identify and communicate opportunities for process improvements within the Tier 1 team.

Provide feedback to agents to enhance service quality and support their development.

Job description

Job Description Summary

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As a Call Center Quality Assurance Analyst, you will play a crucial role in evaluating and enhancing customer service interactions for our Partner team, specifically focusing on Tier 1 agents, which includes Levels 1 and 2.

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How will you make an impact & Requirements

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This position is designed for individuals who are passionate about customer experience and are committed to improving processes and efficiencies within the call center environment.

Responsibilities:

Your primary responsibility will be to conduct regular quality evaluations of customer interactions, ensuring that they meet the company's quality standards and contribute to an elevated support experience for customers
Participate in calibration sessions with leadership and other analysts to ensure that quality evaluations are consistent, fair, and productive
Identify opportunities for process improvements within the Tier 1 team and effectively communicating these insights to Quality Leadership
Providing detailed and constructive feedback to agents will be essential in helping them close performance gaps, identify training needs, and enhance overall service quality
Additionally, you will contribute to the development of knowledge and training resources, collaborate with quality teams to refine quality assurance tools and processes, and generate quality reports that provide actionable insights and recommendations
Your ability to work independently in a remote environment while also collaborating effectively with team members will be key to your success in this position
Conduct regular quality evaluations of customer interactions handled by Tier 1 agents, ensuring adherence to company quality standards and an elevated support experience
Participate in calibration sessions with leadership and other analysts to ensure consistent, fair, and productive quality evaluations
Identify opportunities for process improvements and efficiencies within the Tier 1 team and communicate these with Quality Leadership
Provide detailed and constructive feedback to agents to help close performance gaps, identify training and resource opportunities, and to enhance overall service quality
Contribute to knowledge and training resources
Collaborate with quality teams and quality leadership to help refine quality assurance tools and processes
Generate and analyze quality reports to provide actionable insights and recommendations
Contribute to a team-oriented environment by sharing credit and supporting colleagues in achieving high performance standards
Adhere to deadlines and maintain a high level of accountability in all tasks and responsibilities