CALL CENTRE QUALITY ANALYST

Summary

Our client, an on-demand Courier Service that delivers products ordered through their mobile app seeks to recruit a Quality Analyst.  .The quality analyst is responsible of evaluating; monitoring and developing overall agent performance while ensuring quality of all customer support activities meet the client standards expectations

Responsibilities

• Plan, perform and oversee audits on RTO processes to ensure the quality deliverable.
• Analyze quality results and present possible solutions and improvements to the Hub Supervisor.
• Interpret and comply with company quality standards.
• Follow the procedures of sampling and guidelines for collection and reporting quality data.
• Detect coaching needs and take actions in accordance with these needs in order to ensure compliance with quality standards
• Provide coaching inputs to the Supervisor and HQ in order to maximize agents’ efficiency and quality.
• Report on results of quality audits.
• Assist the OCC team when need be.
• Any other task related to operations.

Qualifications

• Undergraduate degree in Business/Social Science related field
• Experience of 3-5 years in a similar role.
• Be able to work under pressure and track thousands of movements every day
• Very good command of English, both written and spoken
• Proficient in MS Office, G-docs and call centre equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Willingness to work weekends, early mornings, late nights, and occasional holidays, in an operational 24/7 environment
• Positive and patient
• Ability to multitask is highly recommended
• Ability to learn quickly and adopt to a fast-paced environment