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Quality Assurance Analyst

The Quality Assurance Analyst is responsible for ensuring that the staff is well-trained, maintains the highest quality standards, and consistently delivers outstanding customer service. This role will also be responsible for conducting training sessions, monitoring performance, and continuously improving our processes.

Responsibilities

  • Conduct product training and quality audits to ensure staff is well-versed in company products and maintain service quality standards.
  • Monitor and coach assigned personnel to improve their performance and address any areas of improvement.
  • Onboard new employees, ensuring that they are integrated into the team effectively.
  • Assist in the formulation of performance targets for individuals and teams, aligning them with the company’s goals and objectives.
  • Provide guidance, feedback, and answer questions from staff to enhance their understanding of procedures and customer interactions.
  • Ensure adherence to established procedures and maintain high-quality service standards.
  • Keep management informed about issues, challenges, and opportunities for improvement.
  • Prepare monthly and annual performance reports to assess progress and identify areas for enhancement.

Qualifications

  • Clear and coherent in both written and verbal communication skills to be able to effectively convey information, provide feedback, and communicate with team members and management.
  • Experience in developing training materials and conducting training sessions.
  • Proficiency in using MS Office for data analysis and reporting to measure and improve performance.
  • Knowledgeable with software and tools to track key metrics and provide insights based on data analysis.
  • Solid understanding of customer service principles and call center operations.
  • Knowledge of best practices for maintaining high-quality customer interaction.
  • Strong organizational skills are required to manage multiple tasks, set priorities, and ensure that training and quality assurance processes run smoothly.
  • Ability to identify issues, address challenges, and come up with effective solutions is important for improving processes and customer satisfaction.
  • Has a keen eye for detail is necessary to maintain high-quality standards and ensure that procedures are consistently followed.
  • Effective time management skills are essential to handle various responsibilities within the role efficiently.
  • Ability to motivate and inspire team members, are advantageous, especially when coaching and supervising personnel.

Screening Criteria

  • Minimum of two (2) years of experience as a call center quality assurance for financial account or sales manager experience.
  • Minimum of three (3) years of experience in customer service undertaking outbound calls for a financial account.
Job Category: Accounting and Finance
Job Location: Site Only

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