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 co-deliver 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 Quality Assurance Analyst, You Have
High school diploma or equivalent (required)
1 year of front-line contact center experience (preferred)
1-2 years of Quality Assurance experience (preferred)
Must have BPO International voice experience (no software industry Testers) 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 multi-task under high-pressure 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.
Employement Category:
Employement Type: Full time Industry: BPO / Call Center Role Category: Quality (QA-QC) Functional Area: Not Applicable Role/Responsibilies: Quality Assurance Analyst