Quality Analyst

The Quality Assurance (QA) Specialist is responsible for evaluating and scoring interactions between customer service agents and customers. This role involves identifying behaviors that can enhance customer experiences, generating trending QA reports for leadership, and executing various dutie

Job Title: Quality Analyst

Job Summary:
The Quality Assurance (QA) Specialist is responsible for evaluating and scoring interactions between customer service agents and customers. This role involves identifying behaviors that can enhance customer experiences, generating trending QA reports for leadership, and executing various duties as assigned by the supervisor or manager. The ideal candidate will ensure high service standards across multiple communication channels.

Role and Responsibilities:

1. Monitor Call and Service Quality:
• Evaluate and assess the quality of customer interactions across phone, email, chat, and social media channels.
• Conduct regular audits and monitor agents' performance to ensure compliance with quality standards.
• Ensure all calls and customer interactions align with both client requirements and internal company policies.
2. Feedback and Coaching:
• Provide constructive feedback to agents based on evaluation results.
• Conduct one-on-one coaching sessions to address areas for improvement and reinforce best practices.
• Promote adherence to scripts, company guidelines, and professional communication standards.
3. Reporting and Documentation:
• Document evaluation findings and create detailed quality reports for management and client review.
• Track key performance metrics, including call quality scores, customer satisfaction ratings, and resolution times.
• Analyze data to identify trends and recurring issues, providing insights and suggesting corrective actions.
4. Process Improvement:
• Recommend improvements in processes based on call evaluations, customer feedback, and data analysis.
• Collaborate with team leads and managers to implement changes that enhance service quality and customer satisfaction.
• Assist in revising and creating quality guidelines and operational procedures to ensure optimal service.
5. Compliance and Standards Enforcement:
• Ensure that agents are following compliance standards and internal policies, especially regarding sensitive data handling.
• Perform periodic reviews to ensure service delivery meets SLAs (Service Level Agreements) and client requirements.
6. Training and Support:
• Help develop and deliver training materials to support agents in meeting and exceeding quality standards.
• Conduct refresher training sessions to ensure agents continuously adhere to quality metrics.
• Act as a subject matter expert, guiding new agents through quality expectations and best practices.
7. Collaboration with Management:
• Collaborate with team leads and managers to discuss performance metrics and formulate strategies for improvement.
• Participate in client meetings (if applicable) to discuss service levels, customer feedback, and performance metrics.
• Provide management with actionable insights from quality evaluations to help drive performance enhancements.

Qualifications and Education Requirements:

• Minimum of 3 CSEC subjects, including English.
• Previous experience in quality assurance or customer service is a plus.

Additional Company Requirements (If Successful):
Upon successful employment, the following documents and conditions will be required:

• Submit to a drug test.
• Provide a police record certificate.
• Present the following documents:
• Updated resume.
• 2 passport-sized photos.
• Educational qualifications.
• Birth Certificate and Marriage Certificate (if applicable).
• Any valid government-issued photo identification (e.g., Passport, Driver’s License, or National ID).
• TRN & NIS cards.
• P45 (if applicable).
• Active bank account from any major financial institution (CIBC account preferred).