The Call Quality Analyst assesses the performance of customer success associates by monitoring calls and evaluating their service quality, making recommendations for process improvements.
This is a remote position.
Job Description
Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our sales & customer success associates who deal with our existing and potential customers. The QA will monitor inbound and outbound calls, chats, and support ticket responses to assess an associate’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing quality processes and procedures; as well as making recommendations for enhancements to the client success or sales process & training materials as needed to enhance the overall MyOperator customer’s experience.
Key Responsibility Area
- Develop or understand evaluation programs or Scorecard
- Call Monitoring or Evaluation
- Reporting
- Training and Coaching/Feedback
- Drive process improvements
Requirements
Requirements
- Graduate and over with excellent oral and written communication skills.
- Exceptional listening and analytical skills
- Must adapt well to change and successfully set and adjust priorities as needed
- Must be proficient with GSuites (intermediate Docs, advanced Sheets)
- Strong data analytical capabilities to check trends, historic data, and predictive analysis
- Strong analytical skills and hands-on with spreadsheets, presentation & document writing.
Benefits
100% Remote Working
Flexible Working Hours
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