Specialist - Quality Analyst

Job description

Role and Responsibilities:

• Conducts quality review of telephonic/email conversations to ensure quality service goals and standards are met and/or identify areas where improvements can be achieved.
• Audits sales outbound calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures as listed in the framework.
• Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively with merchants.
• Ensure that the stipulated compliance guidelines are met and corrective measures are taken when there is a miss.
• Summarizes findings and recommendations and forwards them to team supervisor to use in performance discussion/assessments and/or promotional decisions.
• Provide coaching and guidance based on audit findings, and deliver weekly/ongoing performance feedback to associates as outlined by the business.
• Mentor/Transition newly hired representatives to ensure a smooth transition from the learning environment to the daily production environment.
• Provide formal product/process refresher training to facilitate ongoing learning.
• In cases of escalations by a merchant, the QA assists the representatives in preparing an RCA of the call, provides data points, or may even take the call on behalf of the representative.
• Maintains comprehensive working knowledge of policies, procedures, and benefits.

Preferred Skills & Requirements:

• Management Skills.
• Attention to Detail.
• Leadership Motivational Skills.
• Strong Communication Skills.
• Multitasking.
• Customer Service.
• Problem-Solving Skills.
• Creativity.
• Ability to Work Well Under Pressure.
• Performance Management.
• Ability to Foster Teamwork.
• Organization.
• Ability to Educate Others.
• Basic Computer Skills.