Overview:
Responsibilities:

• Analyze current customer service processes and identify gaps or defects to improve overall effectiveness
• Define/recommend process improvements to meet current and future customer service needs/standards
• Quality analyst will ensure that customer needs are being met by current processes (e.g., review recorded agent conversations, identify/communicate opportunities for improvement)
• Ensure appropriate usage of available resources by agents to respond to callers
• Work directly with agents/staff to improve overall performance
• Perform Quality audits and analyze results to determine process improvement opportunities.
• Review/monitor results of appeals work and escalate as necessary (e.g., rebuttals)
• Demonstrate understanding of applicable Customer Service Quality requirements/ guidelines (e.g., escalation procedures, use of SMEs)
• Adhere to established Quality processes, procedures, requirements and guidelines, and ensure adherence by all applicable stakeholders.
• Define/document Quality standards (e.g., caller interactions, use of applicable call tracking tools, caller verification/authentication)
• Support applicable customer service processes and groups (e.g., CSA populations, lead teams, client teams)

Qualifications:

• With at least 2-4 years’ experience as a Quality Analyst in a BPO set up
• Strong verbal and written communication skills
• High customer service orientation
• Strong attention to detail and desire to follow procedure
• Proficient in GSuite applications
• Amenable to work onsite