Quality Analyst

QA Full Team of Customer Service Virtual Assistants (approx. 20 agents)
QA - Calls - Inbound and Outbound
QA -??Email
QA - Chat
QA - Adherence to SOP and all tools associated
Continuous Process Improvement and Process Alignment

Role Description:
The QA is responsible for assessing the quality of the performance of our Customer Service Team who deal with our existing and potential customers.
The QA will monitor inbound and outbound calls,??emails and chat responses to assess team members demeanour, accuracy, performance and compliance with company policies and procedures.
The QA will assist in developing, creating and implementing call centre quality processes and make recommendations for enhancements to training materials as required.
Participates in design of call monitoring process and quality standards.
Performs call monitoring and provides trend data to the management team.
Performs monitoring of??Email and Chat responses and provides trend data to management team
Uses Quality monitoring data management system to compile and track performance at team and individual level.
Provides insight on customer needs and expectations as trends emerge through QA monitoring.
Provides actionable data.
Coordinates and provides to Manager, the data to facilitate call /??email / chat calibration sessions.
Provides objective feedback to managers.
Generates QA reports as required.
Perform other duties as assigned.

Requirements:
2-3 Years call centre experience
1+ years experience in a QA role within a Call Centre environment
Excellent English, Verbal, written and interpersonal communication skills (CEFR, C1 level minimum or equivalent).
Outstanding Customer Service skills and dedication to providing exceptional customer care throughout career.
Must be self motivator and self starter.
Exceptional analytical and accuracy skills.
Must be able to effectively deal with people at all levels inside and outside of the Company.
Must adapt well to change and successfully set and adjust priorities as needed.