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Quality Analysts
Roles and Responsibilities
- Monitor and score the performance of CSRs according to the call flow, or client evaluation form.
- Attending client calibrations.
- Develop training manuals that target tangible results.
- Identify and recognize quality and performance trends and communicate to Manager
- Providing feedback to supervisor and manager
- Draw an overall or individualized training and development plan that addresses needs and expectationsCompleting audits on internal call quality report or client systems
- Provide relevant and timely information to immediate management and peers.
Skills and Requirements
- Strong verbal and written communication skills, including spelling and grammar
- Excellent organizational and time management skills
- Ability to make fair and consistent judgments and decisions
- Ability to multi-task under high-pressure situations
- Ability to solve problems and offer suggestions in a positive and developmental manner
- Ability to listen attentively to use customer information to analyze and score CSRs
- Ability to perform basic mathematical functions to ensure scoring accuracy