Call Center Quality Analyst Job Description
Call center quality analyst
provides key support to the Call Center Leader in support and management of overall Call Center operations.
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:
Monitor, evaluate and score inbound calls against established quality assurance instruments and standards
Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards
Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools
Supports and communicates business goals, quality standards, processes and procedures and policies
Ensures the call center agents adhere to predetermined quality assurance standards and the business’s standard operating procedures
This is a temporary contract that is expected to go through May 2017
Conduct / Lead training sessions (as needed)
Monitor calls to provide feedback regarding telephone etiquette, product information given and procedures
Provides performance expectations, action plans and development plans to improve call quality
Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability and other key metrics as determined
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:
E-mail and other applications
Microsoft Office
Call center monitoring/evaluating
Call center quality operations and team leadership in a multi-channel contact center environment
Client calls and business rules
Tools
Industry practices
Microsoft Office products
Standards
Techniques
Desired experience for call center quality analyst includes:
Call Center Experience is a requirement
Biligual – English / Spanish
FPC or other Benefit Certifications
Provides data for development of training and problem resolution
Conducts mock call training for new associates after they complete classroom training
Conducts side-by-side and listening feedback sessions with associates on a regular basis
Call Center Quality Analyst Examples
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Call Center Quality Analyst Job Description
Job Description Example
Our company is looking to fill the role of call center quality analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for call center quality analyst
- 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
Qualifications for call center quality analyst
- 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
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Call Center Quality Analyst Job Description
Job Description Example
Our company is searching for experienced candidates for the position of call center quality analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for call center quality analyst
- 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
Qualifications for call center quality analyst
- 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
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Call Center Quality Analyst Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of call center quality analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for call center quality analyst
- 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
Qualifications for call center quality analyst
- 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
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Call Center Quality Analyst Job Description
Job Description Example
Our growing company is looking for a call center quality analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for call center quality analyst
- 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
Qualifications for call center quality analyst
- 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
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Call Center Quality Analyst Job Description
Job Description Example
Our growing company is looking to fill the role of call center quality analyst. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for call center quality analyst
- 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
Qualifications for call center quality analyst
- 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