Customer Service / Quality Analyst

Overview

Looking for full-time work (8 hours/day)

at $5.00/hour ($880.00/month)

Bachelors degree

Last Active

February 20th, 2025 (4 days ago)

Member Since

March 6th, 2021

Profile Description

Transaction Monitoring - Monitors and audits transactions performed by CSRs against internal and/or external quality assurance requirements to deliver excellent customer experience. Ensures that transaction monitoring goals requirements are met. This monitoring should lead to relevant findings that will impact business need.

Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, Verint 11, etc.) for the account by retrieving and updating the respective files and data. Maintains the files updated for accurate analysis and process improvement / innovation.

Targeted analysis - e. Creates effective recommendations to drive account performance.Reviews, analyzes, and interprets data that affects Customer Experience metrics. Highlights areas for improving immediate necessities, and overall strengths impacting customer experience

Flagging behaviors - Investigates customer complaints and/or non-compliance to Customer Experience standards. Recommends corrective actions in accordance to applicable company policies. Issues IUpgrade to see actual info Reports to the Team Leaders for red flag CSR behaviours and compliance requirements observed during transaction monitoring. Performs further deep dive of other relevant data when necessary.

Calibrations and Call Listening - Prepares in advance to analyze calibration material, and ensures compliance with deadlines. Actively participates during discussions to ensure alignment with business, customer experience data, and coaching methodology catering to internal and external customers. Builds a call library that internal or external customers may use for learning sessions, meetings, etc.