JOB DESCRIPTION
Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers. The QA will monitor inbound and outbound call and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall Webspark Media customer’s experience.
The key role of call center quality assurance is ensuring that the agents provide quality service in line with the organizational objectives. Optimized quality assurance increases agents’ efficiency through behavior modification, enhanced quality service to customers and improved close rates.
• 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.
• Performs monitors of 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 analyzes internal and external quality reports for management staff review.
• Perform other duties as assigned.
Agents need to be trained on quality policies and procedures. There are two approaches to this training, either as a group or individually. This should start in agent training so that all new hires understand the expectations of a quality call.
Operations Leaders must be trained on how to use the evaluation feedback tool to coach their agents to improve. A closed loop coaching process works best so that as agents are coached, the quality analyst monitors them for improvement.
A quality analyst may listen to calls in 3 ways; live, recorded, and side by side while communicating feedback to encourage and discourage certain practices. Quality analysts basically work on a continuous process of evaluating and identifying key behaviors and defects that drive or reduce sales, and improve customer experience.
Monitoring Calls
In the case that a quality analyst detects broken internal processes, skills gaps, and poor workforce scheduling, it is his/her role to make a recommendation to the team leader on how to bridge the gap, improve the workforce scheduling, correct broken internal processes, and even alert other areas of the organization that will be impacted by these changes.
Your call agents are at the front line of your business in terms of effectively representing your products, resolving issues, and answering customers’ questions. But do they show enthusiasm when talking to your customers? Are they friendly and knowledgeable? Most importantly, can they effectively close a sale?
The above-mentioned factors make a huge difference when it comes to customer interactions. Therefore, to facilitate high-level customer service, a quality analyst will assess agent behavior, counsel, and coach them to reduce negative customer experience, wastage of time and resources, and agent attrition. A quality analyst will also assess your agents’ interaction with customers against a set of quality standards, including subjective components such as soft skills and courtesy.
Requirements:
• Monitor at least 2 calls per week, per agent for all of the ISA team
• Fill the QC form and share with HR, OPs Manager, Team Leader
• Develop a coaching and action plan for each agent either individually or in a group
• Plan to coach agents at min monthly and at times weekly for more urgent issues which must be immediately addressed.
• Develop a plan with the Team Leader to effectively manage this process
• Perform quality assurance check on all deliverables.
• Provides consistent feedback to fulfillment providers to facilitate
continuous improvement in the quality of service and campaign
results.