Quality Analyst - Call Centre

What are we looking for?

  • Must be proactive, a self-starter and not afraid to take risks.
  • Wants to grow in an inside sales team.
  • Know how to multi-task, prioritize and manage time effectively.
  • Someone who is always positive and has a rockstar attitude!
  • Feel comfortable in speaking to different clients and do product presentations
  • Should understand our motto of “Customer First”.

Responsibilities:

  • Conduct regular audits of phone, chat, email and dispositions.
  • Document all audits through reports and coaching logs.
  • Initiate one on one coaching with agents from audit results. 
  • Do weekly calibration sessions with Customer Service and Sales departments for common mistakes, best practices and other job related issues to improve performance.
  • Document all call centre processes in knowledge base.
  • Create reports for submission on a weekly basis that measure all quality service levels, customer feedback and cancelled orders. 
  • Create and submit other contact centre reports as needed.
  • Handle training of new hires and/or low performers as needed.
  • Provide suggestions to Team Leads on agent and process improvement

Qualifications:

  • At least 2 years experience as Quality Analyst in an international BPO setting. Start-up experience is an advantage.
  • Bachelor's degree or equivalent experience
  • Must have in-depth knowledge in building reports and SLA measurements for Customer Service and/or Sales.
  • Can analyze reports and submit recommendations.
  • Proficient in Excel, Powerpoint and other tools for presentation, reporting and training.
  • Should be a self-starter and initiate coaching and training regularly.
  • Excellent verbal and written communication skills.