Quality Analyst
Posted 3 hours ago
You'll apply on the company's website.
About the Role
This organization focuses on improving customer engagement and fostering business growth through customized solutions. By integrating with client platforms, the team optimizes interactions and offers comprehensive recruitment process outsourcing. Serving sectors like food and beverage, apparel, and subscription services, the firm aims to boost conversion and satisfaction levels through expert customer care. As a Quality Analyst, you will ensure service excellence by evaluating and auditing engagements across various communication platforms. Your work will involve boosting performance and partnering with leadership to guarantee that staff members achieve quality objectives. This position is ideal for an empathetic, detail-focused professional who thrives in a remote, team-oriented setting.
Requirements
- Possess a high school diploma or equivalent certification.
- Have a minimum of six months of background in retail or customer service, with prior experience as a Customer Support Associate highly preferred.
- Demonstrate clear communication skills and the capacity to handle challenging feedback conversations while remaining nurturing, supportive, and empathetic.
- Display strong time management abilities and the consistency to carry out established coaching strategies.
- Maintain a reliable internet connection for remote work and be proficient in using computer systems and headsets.
- Be physically capable of working while sitting or standing for extended durations.
- Remain available to work a flexible schedule that encompasses nights, weekends, and weekdays.
Responsibilities
- Evaluate interactions via phone, text, email, social media, and chat, completing three audits per agent every week.
- Hold weekly individual coaching meetings with agents and team leads to discuss successes and areas for growth.
- Generate precise quality assurance reports categorized by team and agent to monitor performance metrics and quality percentages.
- Detect recurring customer service problems and work with the Quality Assurance Manager to improve client and internal workflows.
- Determine traits of top-performing staff members to assist in lowering employee turnover.
- Partner with client leadership teams to perform calibration activities and carry out additional tasks as requested by supervisors.
Benefits & Perks
- This is a full-time, remote role where the employer may offer reasonable accommodations.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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