Quality Assurance - Call Centre - Recruitment Dynamix
Job description
The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call centre.
The QA will monitor outbound and inbound calls and email responses to assess associates' demeanor, technical accuracy, customer service and sales performance, and conformity to company policies and procedures.
You will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall Callforce customers experience.
Experience and skills required:- 3 years experience in a similar role
Outstanding customer service skills and dedication to providing exceptional customer care
Must be self-motivator and self-starter
Focus on quality and customer service
Exceptional listening and analytical skills
Solid time management skills
Must be able to effectively deal with people at all levels inside and outside of the Company
Creative ability & writing proficiency
Ability to multitask and successfully operate in a fast paced, team environment
Must adapt well to change and successfully set and adjust priorities as needed
Responsibilities: Participates in design of call monitoring formats and quality standards.
Performs call monitoring and provides trend data to site management team.Uses quality monitoring data management system to compile and track performance at team and individual level.
Monitors customer care email responses.
Participates in customer and client listening programs to identify customer needs and expectations.
Provides actionable data to various internal support groups as needed.
Coordinates and facilitates call calibration sessions for call center staff.
Provides feedback to call center team leaders and managers.
Prepares and analyses internal and external quality reports for management staff review.