As a Call Center Quality Analyst, you will be responsible for monitoring, evaluating and providing feedback on the quality of customer interactions with our call center representatives. You will work closely with the call center team to identify areas of improvement and provide training and coaching to help ensure exceptional customer service.

$22-$24/ hr

Key Responsibilities:

• Monitor and evaluate customer interactions with call center representatives, including phone calls, emails, chat, and social media interactions.

• Identify areas of improvement and provide feedback to call center representatives and management.

• Develop and implement quality assurance procedures and processes to ensure consistent service quality.

• Provide training and coaching to call center representatives to improve their performance and customer service skills.

• Work closely with management to create reports on call center performance and identify trends and areas for improvement.

• Conduct regular audits of call center operations to ensure compliance with policies and procedures.

• Collaborate with other teams to ensure consistent customer service across all channels.

• Participate in the hiring and training of new call center representatives.

Qualifications and Requirements:

• Bachelor’s degree in a related field or equivalent work experience.

• Minimum of 2 years’ experience in call center operations or quality assurance.

• Excellent communication skills, both verbal and written.

• Strong analytical skills and attention to detail.

• Experience with call monitoring and quality assurance tools.

• Knowledge of customer service best practices and techniques.

• Ability to work independently and as part of a team.

• Flexibility to work various shifts, including evenings and weekends.

• Proficient in Microsoft Office and experience with ServiceNow.