Quality Analyst

The Quality Analyst is responsible for ensuring the delivery of exceptional customer service by monitoring and evaluating agent performance across various communication channels, including calls, chats, and emails. This role involves close collaboration with the Operations and Training teams to identify training needs, provide coaching recommendations, and drive process improvements. The Quality Analyst plays a crucial role in maintaining high service standards and enhancing the customer experience.

Responsibilities:
- Audit customer service calls, chats, and internal/external emails from the admin team to assess quality and compliance with established standards.
- Collaborate with the Operations and Training teams to identify training needs and develop coaching plans to improve agent performance.
- Actively participate in auditing the performance of agents on Performance Improvement Plans (PIPs) and provide objective recommendations to the agent's supervisor.
- Conduct live call monitoring and ticket monitoring to contribute to team member scorecards and identify real-time improvement opportunities.
- Generate process improvement recommendations based on audit findings and observations to enhance service delivery and efficiency.
- Monitor designated mailboxes to ensure timely action on all tickets and callbacks. Verify that all customer requests are addressed.
- Provide support to the Customer Service team by handling phone calls and emails as needed, particularly during peak periods or staffing shortages.
- Maintain accurate records of audits, findings, and recommendations.
- Stay updated on industry best practices and quality assurance methodologies.
- Participate in calibration sessions to ensure consistency in quality evaluations.
- Perform other duties as assigned.

Qualifications:
- Proven experience in a quality assurance or customer service role, preferably in a contact center environment.
- Excellent communication (written and verbal) and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Detail-oriented and highly organized.
- Ability to provide constructive feedback and coaching recommendations.
- Knowledge of customer service best practices and quality assurance methodologies.
- Ability to work independently and as part of a team.
- Ability to handle multiple tasks and prioritize effectively.
- Strong computer skills, including proficiency in Microsoft Office Suite and Google Documents.

If interested, please send an ACCESSIBLE LINK TO YOUR LATEST RESUME and we will get back to you to schedule an interview.