Quality Analyst (CALL CENTER)

TITLE: Quality Analyst

Roles and Responsibilities:

• Participate in the design of quality control models of service channels and quality standards.
• Monitor calls/visits/emails and provide data to the management team.
• Use QC/paper system to assemble and track performance for call center teams and improve performance.
• Participate in customer listening programs to identify needs and expectations.
• Provide actionable religions for various internal support groups as needed.
• Coordinate calibration sessions for the Centre's staff.
• Provide feedback to the leaders of the call center and management teams.
• Preparation and analysis of internal and external quality reports to review the Department's relevant staff.
• Conduct quality training sessions with various members of the contact center team.
• Other duties as assigned

Qualifications

• Outstanding communication and personal skills
• Experience in quality assurance in a call center/customer service environment (preferably)
• Knowledge of relevant customer relations management practices/systems.
• Experience in a federal government entity of at least two years.