Quality Analyst

Summary

Monitor phone calls to ensure representatives are following the organizations protocols.
Monitor and evaluate metrics, identifying required actions necessary to achieve service level and quality targets, and minimize customer complaints, transfers, and escalation.
Study voice quality and product knowledge, as well as whether representatives stick to their training scripts.
Check if a customer is satisfied with the results of the interaction, and end calls in a friendly and professional way.
Use statistical methods to take a proper sampling of the phone calls instead of monitoring every call and then report the results of the study.
Use of sophisticated call monitoring software to listen live phone calls.
Evaluate large data amounts from different sources and develop useful summary reports.
Identify the calls failing to meet predefined standards and get the root cause of why.
To assess agent performance/behavior and to coach and counsel agents to modify their performance/behavior to facilitate a high level of customer service.
Improvement of overall performance of representatives on calls.
Ensure that Quality Assurance is applied in an independent, objective and neutral manner.

ACHIEVEMENTS
Highest contribution in improving the performance of representatives

Expectations

Monitor phone calls to ensure representatives are following the organizations protocols.
Monitor and evaluate metrics, identifying required actions necessary to achieve service level and quality targets, and minimize customer complaints, transfers, and escalation.
Study voice quality and product knowledge, as well as whether representatives stick to their training scripts.
Check if a customer is satisfied with the results of the interaction, and end calls in a friendly and professional way.
Use statistical methods to take a proper sampling of the phone calls instead of monitoring every call and then report the results of the study.
Use of sophisticated call monitoring software to listen live phone calls.
Evaluate large data amounts from different sources and develop useful summary reports.
Identify the calls failing to meet predefined standards and get the root cause of why.
To assess agent performance/behavior and to coach and counsel agents to modify their performance/behavior to facilitate a high level of customer service.
Improvement of overall performance of representatives on calls.
Ensure that Quality Assurance is applied in an independent, objective and neutral manner.

ACHIEVEMENTS
Highest contribution in improving the performance of representatives