The job role of a Quality Analyst is to enhance the competencies of individual employees by monitoring and
auditing employees customer interactions to accelerate employees workplace performance. The Quality
Analyst is responsible to help implement the businesss strategic objectives and performing training needs
assessments to enhance the floor quality.
KEY RESPONSIBILITIES -
Develop a "scorecard" that will be used to measure the Quality metrics
Determine whether the Customer Service Experts maintain a pre-determined and
acceptable level of contact handling through monitoring and test contact evaluation.
Report contact handling performance and statistics through daily and weekly reports
submitted to the Quality Assurance Supervisor.
Conduct remote monitoring sessions with Client, thus completing performance
summaries that will be submitted to the Quality Assurance Supervisor and the Quality
Record feedback and let the Customer Service Expert know about his/hers areas of
developments. Coach and counsel agents to modify their performance/behaviour to
facilitate a high level of customer service.
Identify the calls failing to meet predefined standards and get the root cause of why.
Spectrum Talent Management is a forerunner in designing Human Resources solutions specific... to the local needs of our respected clients. Providing services to clients globally our unique implementation methodology has been developed for speedy ramp-up to cater to the ever urgent needs of the industry as well as ensuring that we apply systems, measures and best practice processes in order to meet the demanding SLAs set by our clients. Read full description