Supervisor and Quality Analyst

Overview

Looking for full-time work (8 hours/day)

at $5.50/hour ($968.00/month)

Associates degree

Last Active

May 21st, 2024 (2 days ago)

Member Since

May 19th, 2023

Profile Description

Supervisor - Retention  and a Customer Service Department

I was responsible for overseeing a group of employees within a professional setting. My duties include relaying information between my team from the upper management, guiding my team through daily work activities or projects, and monitoring the team's performance to ensure maximum productivity.
I was one of the customer service and retention department's supervisors who became one of the quality analysts as well.

Responsibilities:
Evaluating performance and providing feedback
Creating and managing team schedules
Training new hires - Product knowledge.
Evaluate calls and live monitor agents calls especially those who are outliers.
Managing workflow
Reporting to HR and senior management
Identifying and applying career advancement opportunities
Helping to resolve employee issues and disputes

Quality Analyst - Retention and customer service account, health and life insurance account. 

Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of the agents or associates who deal with our existing and potential customers. My job was to monitor inbound calls to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.  We QA's assisted agents and the company in developing, creating, and implementing call center quality processes and procedures as well as making recommendations for enhancements to training materials as needed to enhance the overall customer experience.

Responsibilities:
Participates in the design of call monitoring formats and quality standards.
Performs call monitoring and provides trend data to the site management team.
Uses quality monitoring data management system to compile and track performance at team and individual levels.
Participates in customer and client listening programs to identify customer needs and expectations.
Coordinates and facilitates call calibration sessions for call center staff.
Provides feedback to call center team leaders and managers.
Prepares and analyzes internal and external quality reports for management staff review.
Perform other duties as assigned.