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Responsibilities:
· Shall be responsible for monitoring and evaluating customer service interactions to ensure adherence to the process procedures and client guidelines.
· Duties will include assessing the CL calling services Business Process Services Agents performance, providing feedback, identifying training needs and implementing quality improvement initiatives.
· The role involves analyzing data, preparing reports and collaborating with the supervisors, Team leaders, Managers and the clients representatives to enhance overall service quality.
Skills Needed:
· 1-2 years of relevant Banking and Cards/Consumer Loans experience as a Contact Center Agent with at-least 1 year experience at a Quality analyst role.
· Ability to analyze customer interactions and performance metrics to identify trends and areas of improvement.
· Strong verbal and written communication skills to provide constructive feedback to agents and communicate findings effectively.
· Should possess a keen eye for detail to accurately assess and document agent performance and identify deviations from quality standards.
· Ability to identify root cause of performance issues and collaborate with the process leads and client representatives to develop effective solutions and strategies.
· Work collaboratively with the internal and external stake holders to implement quality improvement measures and ensure consistency in standards.
· Proficiency in preparing and presenting clear and concise reports summarizing the quality performance and improvement recommendations.
Full Time
$80k-97k (estimate)
06/23/2024
07/06/2024
The following is the career advancement route for QA Analyst positions, which can be used as a reference in future career path planning. As a QA Analyst, it can be promoted into senior positions as a Quality Assurance Specialist IV that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary QA Analyst. You can explore the career advancement for a QA Analyst below and select your interested title to get hiring information.