CALL CENTRE QUALITY ANALYST
Our client, an on-demand Courier Service that delivers products ordered through their mobile app seeks to recruit a Quality Analyst. .The quality analyst is responsible of evaluating; monitoring and developing overall agent performance while ensuring quality of all customer support activities meet the client standards expectations
Responsibilities
Plan, perform and oversee audits on RTO processes to ensure the quality deliverable.
Analyze quality results and present possible solutions and improvements to the Hub Supervisor.
Interpret and comply with company quality standards.
Follow the procedures of sampling and guidelines for collection and reporting quality data.
Detect coaching needs and take actions in accordance with these needs in order to ensure compliance with quality standards
Provide coaching inputs to the Supervisor and HQ in order to maximize agents’ efficiency and quality.
Report on results of quality audits.
Assist the OCC team when need be.
Any other task related to operations.
Qualifications
Undergraduate degree in Business/Social Science related field
Experience of 3-5 years in a similar role.
Be able to work under pressure and track thousands of movements every day
Very good command of English, both written and spoken
Proficient in MS Office, G-docs and call centre equipment/software programs
Outstanding communication and interpersonal skills
Excellent organizational and leadership skills with a problem-solving ability
Willingness to work weekends, early mornings, late nights, and occasional holidays, in an operational 24/7 environment
Positive and patient
Ability to multitask is highly recommended
Ability to learn quickly and adopt to a fast-paced environment
Applicants who meet the requirements stated above should send their applications and detailed CVs with a day – time Telephone number to the email address: jobs1@hcsafiliatesgroup.com. Indicate Call Centre Quality Analyst on the Subject line- with your location. Candidates MUST indicate their Current and Expected salaries.
Apply via :
jobs1@hcsafiliatesgroup.com
