Quality Assurance Specialist (US Process)

About Us :

Silvermine Group helps companies bring offline processes online, saving time and money. We

bring modern internet software to main streets across America. Since our founding over a

decade ago in Wilton, Connecticut, we have empowered our employees to make decisions that

serve our customers interests first. Silvermine Group is a 14-year-old SaaS Company that & building E-commerce, SaaS companies in the cloud for the US market.

Learn more about us. Please find the URLs below for your reference

Software Product offering from Silvermine Group eform2290

Company URL : https : / / www.silverminegroup.com /

Job Summary :

The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions in a call center. This role involves analyzing calls, providing feedback to agents, identifying trends, and collaborating with teams to enhance overall customer satisfaction and operational efficiency.

Key Responsibilities :

1)Call Monitoring and Evaluation

Monitor live or recorded calls to evaluate agent performance against quality standards.

Assess agent adherence to scripts, protocols, and company policies.

Evaluate the accuracy, professionalism, empathy, and resolution provided during calls.

2)Feedback and Coaching

Provide constructive feedback to agents based on quality assessments.

Collaborate with team leaders and trainers to address performance gaps and training needs.

Conduct one-on-one coaching sessions to help agents improve their skills.

3)Reporting and Analysis

Prepare detailed reports on quality metrics, trends, and areas of improvement.

Track agent performance over time and provide actionable insights to management.

Identify recurring issues and recommend process improvements.

4)Compliance and Standards

Ensure that all customer interactions comply with company policies, industry standards,

and regulatory requirements.

Monitor for potential risks and escalate compliance concerns promptly.

Continuous Improvement

Participate in the development of quality guidelines and standards.

Suggest enhancements to call scripts, processes, and tools to improve customer satisfaction and efficiency.

Stay updated on industry best practices and emerging trends in customer support.

Qualifications and Skills :

Bachelor’s degree is mandatory.

2+ years of experience in quality analyst role in a call center.

Proficiency in quality monitoring tools and CRM systems.

Strong analytical and reporting skills, with knowledge of MS Excel, Google Sheets, or equivalent.

Excellent communication and interpersonal skills.

Strong attention to detail and analytical mindset.

Ability to provide constructive feedback and motivate team members.

Time management and multitasking skills.