Customer Service - Quality Analyst

SUMMARY:
Call Center Quality Analyst evaluates our customers’ experience as they interact with our Customer Service Representatives through inbound and outbound calls, email, chat, and social media responses. As they do, they compare it against the Company’s standards of performance. This may include assessing CSR’s demeanor, technical accuracy, customer service performance, and conformity to company policies/procedures and regulatory guidelines.

QUALIFICATIONS
1. Graduate of any 4-year course.
2. At least 3 years relevant work experience in Quality Control/Assurance or similar field preferred.
3. Experience in E-Commerce, Logistics, or BPO is a plus.
KNOWLEDGE, SKILLS, & ABILITIES
1. Excellent written and verbal communication skills.
2. Excellent interpersonal and customer service skills
3. Ability to handle multiple projects simultaneously and work under pressure.
4. Strong organization and project management skills.
5. Proficient in Microsoft Office and relevant software.

DUTIES AND RESPONSIBILITIES
1. Participates in design of call monitoring formats and quality standards.
2. Performs call monitoring and provides trend data to site management team.
3. Uses quality monitoring data management system to compile and track performance at team and individual level.
4. Performs monitors of customer care email responses.
5. Participates in customer and client listening programs to identify customer needs and expectations.
6. Provides actionable data to various internal support groups as needed.
7. Coordinates and facilitates call calibration sessions for call center staff.
8. Provides feedback to call center team leaders and managers.
9. Prepares and analyzes internal and external quality reports for management staff review.
10. Perform other duties as assigned.