Quality Analyst

As a Quality Analyst, you have to execute the daily requirements of the Quality Assurance program for the Contact Center. You will evaluate a customers experience as they interact with your customer service advisors through inbound and outbound calls, email, chat, and social media responses. As they do, you compare it against the Company s standards of performance a Scorecard. This may include assessing Advisors demeanor, technical accuracy, customer service performance, and conformity to company policies/procedures and regulatory guidelines. You would use a quality monitoring system to compile and track performance and provides actionable data and feedback to call center advisors, coaches and managers as well as to various internal support groups, as requested. You may be called upon to deliver effective coaching to contact center advisors, are expected to participate in call calibration sessions on an ongoing basis and have a pivotal role to play in call center QA and training.
Without your expertise, the management team may not understand where it s going wrong and struggle to achieve the level of service to which it has agreed with the client.
You may also be called upon to perform as a Customer Service Advisor and may take or make customer service calls, mentor other Customer service advisors and model live call behaviors and skills.

ESSENTIAL FUNCTIONS / CORE RESPONSIBILITIES

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices.
• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes.
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies.
• Makes recommendations for enhancements to training, processes or other areas to improve performance, removes customer effort and enhance the overall employees and customers experience.
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.).
• Prepare reports capturing service quality trends and variances for the team / department.

CANDIDATE PROFILE

You have outstanding customer service skills, dedication and commitment to provide exceptional customer care to the program assigned. You are process and compliance driven, well-organized are able to listen intently, demonstrate understanding, and participate in the generation of solutions.

• 2+ years experience in a contact center environment with at least 1 year as a Quality reviewer, monitoring calls and providing feedback preferably for an inbound (voice) program preferably in real estate / travel sector.

• A bilingual fluent English and Arabic speaker (ability to write, listen and speak needed).
• Strong Communication and Interpersonal skills.
• Graduate preferred in any stream and above. A combination of education and experience may be substituted and/or considered in lieu of the bachelor s degree.
• Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA s, coaching, appraisals, etc.
• Flexible to work in any schedule, nights, days and weekends with varying shifts or when covering another Quality Analyst as back-up.
• Empathetic approach and mindset.
• Genuine curiosity and desire to understand and to know why.
• Proficiency with technology, especially computers, software applications, and phone systems.
• Comfortable in working with individuals and team/s remotely.