fbpx
Quality Monitoring Analyst

Quality Monitoring Analyst

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

Leave a Reply

Note to All New Users

To view all information about any member (Individual / Company) you must add him/it to your friend list

We are all close together

A lot of Services, Programs, Initiatives, and new projects are available for you
For all ICT Companies and Freelancers in Upper Egypt, don't hesitate to visit our Information center, we can benefit you.