Call Center Quality Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Support in the development and maintenance of customer service quality benchmarks.

• Evaluate and analyze calls, chats, and emails to ensure compliance with quality standards, policies, and procedures.

• Rate interactions based on predefined criteria and accurately document the results.

• Recognize patterns and recurring challenges that impact customer satisfaction and operational effectiveness.

• Work collaboratively with managers, supervisors, and stakeholders to enhance service quality.

• Monitor corrective measures and aid in the ongoing improvement of customer service representatives.

• Keep records of training sessions and quality evaluations.

• Facilitate individual and group coaching sessions employing professional coaching techniques.

• Develop and uphold standard operating procedure documentation for Quality Assurance.

• Examine quality reports, trends, and insights to pinpoint performance risks and opportunities.

• Convert insights into data-driven suggestions for business initiatives, operational enhancements, and strategic choices.

• Advocate for best practices regarding agent assist tools, AI quality tools, data collection, and technology implementation.

• Utilize data for reporting purposes and to shape business and training initiatives.

⛳️ Requirements

• Bachelor's degree in business, communications, or a related discipline (or equivalent experience).

• Over 3 years in a dynamic and expanding customer service quality assurance or training position.

• Experience in a call center or customer support setting is preferred.

• Strong analytical and problem-solving capabilities.

• Exceptional communication and presentation skills.

• Proficiency in MS Office and quality monitoring tools.

• Ability to juggle multiple projects and adhere to deadlines.

• Keen attention to detail.

• Skills in coaching and mentoring.

• A customer-focused mindset.

• Flexibility and commitment to continuous learning.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and work-life balance initiatives.

• Supportive and inclusive company culture.