CS Quality Assurance Analyst

NOK Human Capital is hiring CS Quality Assurance Analyst for IntouchCX a global BPO leader in customer support industry.

About The Job

Were changing the way people think about customer service and we need your help!

Were looking for a CS Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording reviewing and evaluating Voice Email Chat and Social contacts.

As CS Quality Assurance Analyst You Will

Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed

Complete Quality Assurance and coaching session reports on a weekly basis

Attend and participate in meetings with supervisors and managers to review monitoring lists

Attend and participate in partner and internal calibration meetings

Research escalated issues and codeliver coaching opportunities with Team Leaders and Operation Managers

Report scripting problems or questions from callers to appropriate departments Distribute partner and company related correspondence to all CSRs/Tier 2 team members Perform other duties as assigned.

As CS Quality Assurance Analyst You Have

High school diploma or equivalent (required)

1 year of frontline contact center experience (preferred)

12 years of Quality Assurance experience (preferred)

Intermediate knowledge of MS Excel MS Word and MS Office (required)

Ability to type 30 wpm minimum with accuracy

Strong verbal and written communication skills including spelling and grammar

Excellent organizational and time management skills

Ability to make fair and consistent judgments and decisions

Ability to multitask under highpressure situations

Ability to solve problems and offer suggestions in a positive and developmental manner

Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls

Ability to perform basic mathematical functions to ensure scoring accuracy

Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

Ability to work a variety of shifts including days afternoons evenings and holidays

If you match the above criteria send your CV to mentioning CS Quality Assurance Analyst in the subject line

Remote Work :

No