QA Analyst (Call Center Environment)
Job Description:
The Quality (QA) Analyst for the call center is responsible for ensuring the quality and compliance of customer service and sales processes through continuous evaluation and monitoring of interactions between agents and customers. This role plays a crucial role in improving the customer experience by identifying areas for improvement and providing constructive feedback to the operations team.
Responsibilities:
- Conduct quality evaluations of inbound calls, chats, emails, and other communication channels to ensure compliance with established quality standards and procedures.
- Identify areas for improvement in agent performance, including communication skills, product knowledge, objection handling, and policy compliance.
- Provide detailed and specific feedback to agents on their performance, highlighting strengths and development opportunities.
- Collaborate closely with the training team to develop training materials and professional development programs based on quality findings.
- Monitor and analyze key performance metrics such as average handling time, first call resolution rate, and customer satisfaction, identifying trends and recommending corrective actions.
- Participate in calibration sessions and meetings with the operations and leadership team to ensure alignment on evaluation criteria and consistent application of quality standards.
- Collaborate with project management and technology teams to identify and resolve system and process issues that impact service quality.
- Stay up-to-date on best practices and trends in quality control and customer service, constantly seeking opportunities to improve existing processes and procedures.
- Evaluate interactions (calls, emails, and chats) to ensure quality standards are met.
- Analyze data and trends to identify root causes and opportunities for improvement.
- Turn QA findings into actionable insights for operations and leadership.
- Monitor performance in QA, TCX, and operational KPIs.
- Review Auto-QA evaluations, calibrate results, and escalate inconsistencies.
- Support the continuous improvement of Auto-QA models through feedback.
Requirements:
- Previous experience in a call center environment.
- Excellent verbal and written communication skills.
- Ability to analyze data and trends to identify areas for improvement.
- Strong collaboration skills and ability to work effectively in a team.
- Deep understanding of customer service procedures.
If you are interested or need more info you may contact through [email protected]
Tipo de puesto: Tiempo completo
Sueldo: $19,000.00 al mes
Beneficios:
- Opción a contrato indefinido
Experiencia:
- QA Analyst in a call center environment: 1 año (Deseable)
Idioma:
Lugar de trabajo: Empleo presencial
