Specialist - Quality Analyst

Job description

Role and Responsibilities :

• Conducts quality review of telephonic / email conversations to ensure quality service goals and standards are met and / or identify areas where improvements can be achieved.
• Audits sales outbound calls and / or correspondence, observing performance, techniques, and application of guidelines and procedures as listed in the framework.
• Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively with merchants.
• Ensure that the stipulated compliance guidelines are met and corrective measures are taken when there is a miss.
• Summarizes findings and recommendations and forwards them to team supervisor to use in performance discussion / assessments and / or promotional decisions.
• Provide coaching and guidance based on audit findings, and deliver weekly / ongoing performance feedback to associates as outlined by the business.
• Mentor / Transition newly hired representatives to ensure a smooth transition from the learning environment to the daily production environment.
• Provide formal product / process refresher training to facilitate ongoing learning.
• In cases of escalations by a merchant, the QA assists the representatives in preparing an RCA of the call, provides data points, or may even take the call on behalf of the representative.
• Maintains comprehensive working knowledge of policies, procedures, and benefits.

Preferred Skills & Requirements :

Skills Required

Quality Analyst, Multitasking, Customer Service