Quality Analyst Lead

Description:

Role Functions:

List of Team Leader QA activities (but not limited to):

1. Develops and initiates standards and methods for audits, testing, and evaluation.

2. Assists the quality assurance associates and trainers in developing and maintaining the procedures and work instruction guide.

3. Establishes program to evaluate precision and accuracy of performance measurement

4. Ensure quality monitoring is done to improve overall quality performance across the project based on the quality standards

5. Providing feedback and coaching based on quality audits, complaints and buyer / seller satisfaction remarks to improve on their communication and overall quality performance

6. Training CSR’s on soft skills ticket handling and communication skills

7. Providing report and analysis on quality and CSAT

8. Provide analysis/audits to identify areas of dissatisfaction that did not meet pre-established performance standards of the venture

9. Create analysis on the scrubbed CSAT tickets and Quality Deep Dive

10. Ensuring contact reason categories are tagged correctly

11. Generating process and guidelines for agent’s to adhere

12. Attending calibration and meetings to ensure requirements are at par

13. Training agents on new implementations and process changes.

14. Analyze the root cause of issue and able to design action plan.

15. Document Contact Center quality concerns and trends for procedural changes, recommendations and training.

16. Provide information to assist in the performance feedback (from TL to Agents) and to increase motivation concerning Contact Center quality concerns and CSAT

17. Manage BPO performance to achieve KPI in Quality and CSAT and overall quality management

18. Other duties as assigned

Requirements:

Role Profile:

• · Bachelor/College degree in any field
• · At least 2 year-experience in developing and implementing quality assurance programs in a call center environment
• · Knowledgeable in management in the BPO or similar industry.
• · Experience in CSAT driven Retail account email support
• · Proficiency in Microsoft Office applications including Excel, PowerPoint and Word
• · Exceptional motivational, interpersonal and customer service skills; Demonstrated leadership skills
• · Excellent oral, written and interpersonal communication skill
• · Ability to solve problems quickly and independently while working in a fast-paced environment.
• · Experience persuading audience and front line employees to support new initiatives
• · Excellent ability to identify and analyse data for trends
• · Experience in providing performance feedback
• · Experience managing and driving team calibration to QA requirement
• · Strong organizational, planning, prioritization skills