Industry:
Business Process Outsourcing (BPO)

Segment:
Process Management

Job Family:
Quality Monitoring

Job Role:
Quality Monitoring Analyst

Indicative Role Titles:
Quality Control Technician, Quality Management Coordinator, Quality Supervisor, Quality Assurance Analyst, Quality Assurance Specialist, Verifier, Quality Executive, Customer Effort Specialist.

Role Description:
The jobholder is responsible for ensuring that the customer-service representatives adhere to all SOPs while interacting with clients while meeting their expectations so as to serve the business’s best interest.

Required Interactions:

Internal Stakeholders:

-Line Managers
-Floor Agents/Associates
-Human Resource Department

External Stakeholders:
-Client/Customer

Job Accountabilities:
-Monitor and score phone calls are taken by call center representatives
-Provide qualitative feedback on compliance, customer experience, and call center representative accuracy
-Proactively identify trends based on monitoring and provide formalized feedback to superiors based on findings
-Quality reporting of Quality Analysis Measurements of trends
-Facilitate calibration sessions with the call center to ensure scoring accuracy and share best practices for coaching and monitoring

Technical Competencies:
-Quality Monitoring
-Information Technology Literacy
-Report Generation

Personal Characteristics:
-Analyzes Information
-Solves Problems
-Focuses on Process and Quality
-Multitasks
-Presents with Impact
-Writes with impact

Qualifications & Training:

Essential Qualification:

-Graduate Degree in any discipline

Indicative Certifications & Trainings:
-Trainings on quality call auditing, coaching, quantitative and qualitative  monitoring results, MS Office, and soft skills

Indicative Years of Experience:

-0-2 years of work experience/internship in a call center/customer contact center quality assurance environment monitoring calls