Quality Analyst

The Quality Analyst is responsible for the overall quality of the guest interactions, making improvements, and recommendations to the Contact Centre Manager, and monitoring the results of stated recommendations.

Quality Analyst

Job Summary:

The Quality Analyst is responsible for reviewing and auditing emails and telephone interactions within the Contact Centre.  The Quality Analyst is responsible for identifying areas of service improvements and developing programs that improve the overall quality of the guest experience when interacting with the Contact Center. 

Core Responsibilities:

• Auditing of agent calls at pre-determined intervals.
• Conducting one-on-one coaching sessions with agents assigned.
• Submit monthly quality reports.
• Identify training needs and coordinate interventions to meet quality standards.
• Conduct calibration and development sessions as required.
• Compile and analyze statistical data.
• Provide structured and timely recommendations; verbal and/or written feedback to Contact Centre leadership team.
• Interpret and assist in implementing Quality Assurance standards and procedures.
• Document internal audits and other quality assurance activities.

 Job Requirements:   

• Must possess excellent communication skills, both oral and written.
• Must be detailed oriented.
• Experience with implementation of corrective action programs
• Must have strong analytical and problem solving skills.
• Have excellent interpersonal skills.
• Have the ability to work in a fast pace, multi-cultural environment and therefore promote harmonious relationships (inter & intra departmentally).
• Must be professional, positive, open-minded and energetic.
• Be able to work on own initiative and solution orientated.
• Must be able to work flexible hours.
• Must be able to shape new ideas for business growth.
• Must be confidential.