The Call Center Quality Assurance Analyst will be responsible for designing quality standards for call center operations, monitoring both inbound and outbound calls, and assessing email responses to ensure technical accuracy, high customer service performance, and adherence to company policies and procedures. The role involves developing and implementing quality processes and providing recommendations for improvement through collaboration with various departments within 4G Capital.
Key Responsibilities
Quality Standards: Participate in the design of call monitoring and quality standards.
Monitoring: Monitor inbound and outbound calls and customer care email responses to provide data on call center management.
Performance Tracking: Use quality monitoring data management systems to track employee performance at both team and individual levels.
Customer Insight: Participate in customer listening programs to identify and understand customer needs.
Support: Provide relevant information and data to internal support groups as required.
Calibration: Coordinate call calibration sessions for call center staff.
Feedback: Provide actionable feedback to call center team leaders and managers.
Reporting: Prepare and conduct analysis of internal and external quality reports for management review.
General Duties: Perform other duties as assigned to support the call center's objectives.
Requirements and Qualifications
Education: Bachelor’s degree or an equivalent combination of education and experience.
Experience: A minimum of 2 years of relevant experience specifically in a Call Center collection environment.
Communication: Excellent verbal, written, and interpersonal communication skills.
Service Skills: Exceptional customer service and listening skills.
Analytical Skills: Strong analytical ability and numerical proficiency.
Work Environment: Ability to work independently and as part of a team in a high-pressure environment while meeting strict deadlines.
Detail-Oriented: High level of accuracy and keen attention to detail.
How to Apply
Interested and qualified candidates should apply online by visiting the application link provided below. Ensure your profile is updated to align with the requirements of the role.
