QA ANALYST

JOB DESCRIPTION – QA ANALYST

DEPARTMENT: QUALITY ASSURANCE

ROLES & DUTIES

•      Support the QA lead in the onboarding of new staff

•      Support the QA lead in preparing training materials

•      Stand in for QA lead in their absence

•      Owning the QA process to support the delivery of good customer experience and uphold brand values in company calls

•      Monitor live calls using the dialer system to ensure collectionbest practices are upheld

•      Formulate/seek updates on the standard QA form to meet changing negotiation needs and collection related updates

•      Offer coaching to team members with poor negotiation skills/poor call handling practices

•      Performs mock calls with new hires post-training to determine readiness for moving into collection

•      Regularly give feedback to Management about the general call handling performance in the call center, including the team strengths and areas of opportunities

•      Come up with negotiation training materials. This also requires regular updates and taking the team through the same after roll out

•      Provide structured and timely recommendations; verbal and/or written feedback to TLs, Operations Manager and the recovery agents

•      Come up with weekly and monthly QA reports for the teams

•      Use Call Center tools (QA form, Tracker e.t.c) to gather data and analyze trends or patterns affecting quality

•      Investigate and validate customer complaints relating to collection calls Liaise with partners CS QA if necessary, to ensure speedy investigations

•      Supporting the team on strategies to boost the daily collections

•      Audit the implementation of feedback given to agents to ensure total compliance

•      Any other duties assigned on a need basis

REQUIREMENTS

1. Minimum 1 year call centre experience

2. Excellent verbal, written, communication and interpersonal skills

3. Outstanding customer service skills

4. Exceptional listening and analytical skills

5. Attention to detail with the ability to detect inconsistencies

6.Must be able to effectively deal with people at all levels within and outsidethecompany

7.Ability to work under pressure

8.Ability to prioritize work and good time management skills

9.Diploma from any recognized college