QUALITY ANALYST
QUALITY ANALYST
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Position Summary
In this role you will be responsible for monitoring and evaluating the quality of inbound and/or outbound telephone calls and/or communications (emails) to enhance customer relationships and meet or exceed customer service requirements.
General Job Responsibilities
- Performs phone quality reviews; monitors inbound and/or outbound calls to analyze and evaluate customer service skills against established phone quality metrics including but not limited to call process measurements accuracy of information provided tone of employee effective call management and demonstrated professionalism.
- Documents quality issues and performance measures for management review; analyzes results and recurring trends; provides feedback to management concerning these findings.
- Together with Team Leader provides feedback to customer service employees to offer positive reinforcement and drive continuous improvement.
- Demonstrates expert knowledge of all products and services and is accessible to resolve concerns or provide information as necessary.
- Partners with management to assess training needs within the team; serves as a resource mentor and coach. Identifies and shares best practices.
- Together with Team Leader continuously seeks avenues for developing the customer service employees expertise to support company goals and objectives.
- Demonstrates advocates and reinforces a positive team environment professionalism and the need to present a positive image of the company when interacting with customers.
- Perform other functions related to the position.
Qualifications :
- English level B2/C1
- Portuguese level B2/C1
- Minimum High School Diploma is a must; advanced college studies is a plus.
- Strong computer skills including MS Office (Excel Outlook Power Point)
- Customer Service/Call Center monitoring & analysis Inbound calls call center / 35 years.
Customer Service/Call Quality Audit Inbound call monitoring / 35 Years - Accountability.
- Sense of urgency.
- Prioritizing skills.
- Assertive communication.
- Customer service driven.
- Time management.
- Forward thinking and anticipation.
- Ability to work in a fastpaced environment.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
