Call Center Quality Analyst Job Description
Call Center Quality Analyst Duties & Responsibilities
To write an effective call center quality analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included call center quality analyst job description templates that you can modify and use.
Sample responsibilities for this position include:
Call Center Quality Analyst Qualifications
Qualifications for a job description may include education, certification, and experience.
Education for Call Center Quality Analyst
Typically a job would require a certain level of education.
Employers hiring for the call center quality analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Education, Associates, Communication, Radiology, Healthcare, Health Care, Spanish, English, Business, Business/Administration
Skills for Call Center Quality Analyst
Desired skills for call center quality analyst include:
Desired experience for call center quality analyst includes:
Call Center Quality Analyst Examples
Call Center Quality Analyst Job Description
- Ensuring proper application of and compliance with internal and regulatory standards, guidelines and procedures
- Assists in the maintenance of service levels by providing phone coverage as needed, including escalated calls
- Assist in the development or implementation of call quality programs
- Participate on projects and all other duties as assigned
- Available to work flexible hours when required
- Provide Sales Supervisor support on call quality functions, including a monthly review of team performance and providing email updates as required
- Analyze performance from quality assurance data and communicate trends to Quality Supervisor
- Share performance data drawn from quality monitoring and review with team to identify potential training needs
- Assist in the preparation of call scripts and recordings assuring adherence to and approval as required by internal regulatory and compliance functions
- Provide clearly written feedback to management for group and individual coaching regarding compliance audits and performance coaching
- Demonstrated PC / Technical skills – Windows and MS Office Suite
- Excellent oral and written communication skills along with the ability to both coach associates present to leadership
- Customer centric and proven sales aptitude
- Inside Sales experience in a call center environment preferred
- Ability to obtain an Insurance license as required by business needs
- Previous call quality monitoring experience or coaching / mentoring experience preferred
Call Center Quality Analyst Job Description
- Adheres to punctual, regular and consistent attendance
- Assist with escalated and inbound calls as needed
- Initiate outbound calls as needed for customer follow up and/or resolution
- Assist CSR’s with questions through proactive issue/problem identification and communication
- Participants will join call monitoring (contact) with client, client services team and call center team
- Ensure client quality and corporate customer satisfaction goals are met or addressed in a timely manner
- Analyze customer satisfaction and dissatisfaction data in order to recommend solutions to root cause
- Ensures production goals are met regarding quality and quantity of call handling
- Communicates recommendations for changes or improvements to programs to maximize Calls, Knowledge, attitude
- Acts as the subject matter expert for agents working closely with LEAP/Quality Champion
- Qualified candidates must have experience in call center or customer service environment with emphasis on quality improvement
- Must have previous Quality Assurance Analyst experience in a Call-Center Environment
- Position involves the ability to work at a desk while using a telephone/headset and computer to talk and correspond with customers, Management, employees, corporate contacts, clients
- Must have demonstrated strong organizational, time-management, and written and oral communication skills
- Ability to constructively confront peers and colleagues with value added input, feedback and assessments
- Must have a high level of reason and analytical skills and the ability to be objective
Call Center Quality Analyst Job Description
- Documents quality issues and performance measures for management review
- Acquires and maintains thorough knowledge of services and functions within various banking Divisions
- Performs additional audits on various high-risk processes in the Customer Care Center
- Responsible for monitoring and evaluating Customer Service inquires
- Written and verbal correspondence to Customer Inquiries through different avenues, such as Customer Complaints, Online Banking Secured Messages, and Customer Satisfaction Surveys
- Listen to recorded telephone conversations between mortgage loan customers and Customer Service Representatives/SPOC Case Managers
- Escalate “quality alerts (defects detected during call monitoring)” to the Customer Service Representative/SPOC Case Manager and Customer Service/SPOC leadership
- Review Spanish language calls as needed
- Improves customer satisfaction and call quality by monitoring agents and providing feedback via one-on-one and group coaching sessions
- Increases effectiveness of call monitoring by calibrating with the client and management team
- Excel, and contact center experience preferred
- Able to handle multiple tasks while working independently and collaborate with tact and diplomacy
- Substantial internal knowledge of products, quality, and performance metrics is required
- Must possess a strong work ethic and dependability a must
- Spanish/English is a requirement for this role
- Assist with gathering information for department Audits
Call Center Quality Analyst Job Description
- Listens to call recordings and provide insight and solutions to operational management to maximize lead conversion and customer satisfaction
- Collaborate with supervisors to share call quality performance issues and provide regular reports on overall performance and trends
- Identify and support other opportunities for quality improvement across the team
- Develop materials and process documentation to support training, as needed
- Act as a key stakeholder will keep management informed on all critical situations
- Documenting quality issues, performance measures and quality improvements for management review
- Providing information to assist in giving feedback to vendor employees and in the training of vendor employees
- Assists with development of the revenue center training and QA process
- Models and shares best practices with team members with ability to receive feedback and act when appropriate
- Create quality score cards to track performance levels
- Strongly prefer 2+ years of experience within the Customer Care Center
- Working knowledge of business systems and applications, incident and change management, project and systems management
- Ability to analyze Quality issues and performance measures
- Proficient knowledge of Care Center procedures, Quality Assurance processes, and banking regulations
- Requires solid analytical, organizational, trouble shooting and problem solution skills
- Ability to elicit, gather and analysis data
Call Center Quality Analyst Job Description
- Assist in the continual enhancement of Quality standards and the QA Framework
- Assist with enhancement of training curriculums and performance measurement tools
- Collaborate with Trainers on continual enhancement of training curriculums and performance measurement tools
- Monitor calls to ensure sales and service scripting is followed
- Quality check product knowledge, policies, and procedures
- Coordinate with Trainers and Coaches on the calibration of sales and service processes
- Create quality reports for supervisors and management on individual agents to suggest actions for improvement
- Meet with Supervisors, Coaches and Trainers on actions plans
- Build reporting on contact center 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
- Requires solid interpersonal skills with the ability to work with both management and staff employees
- Bilingual, fluent in Spanish required
- 1+ years 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