CHAT QUALITY ANALYST (Work From Home)

We are now hiring for a Chat Quality Analyst for a well-established and growing company based in Australia, to join our expanding team.

Greechat is one of the largest and most established providers of Live Chat services. We have a team of over 200 professional agents working across a wide range of industries. We holistically manage live chat operations for our clients to deliver them all the benefits of live chat, without the drawn-out conversations.

Greechat focuses on these key areas of talent management: engagement, development, and culture to motivate, develop and deliver excellence for our clients.

A snapshot of your role- Review and monitor live chats and identify performance gaps.

JOB DESCRIPTION-

-Review a subset of support agents’ conversations/transcripts.
-Participates in the design of chat monitoring formats and quality standards. Accompany evaluations with meaningful and constructive feedback.
-Performs chat monitoring based on the standardized scoring model and provides trend data to the management team.
-Map the need for training and take action to ensure company-wide compliance on systems, policies, procedures, and core processes.
-Providing coaching and developing plans for learning and skills development.
-Coordinates and facilitates chat calibration sessions and meetings to maintain consistency in internal evaluations.
-Provides feedback and recommendations to team leaders and managers.
-Pursue continuing education on new solutions, technology, and skills.
-Generate reports.
-Perform other duties as assigned.

KNOWLEDGE, SKILL SET & QUALIFICATIONS REQUIRED-

-Excellent knowledge of word processing tools and spreadsheets (MS Office Word, Excel etc.);
-Excellent English communication skills, analytical, problem-solving, and decision-making skills;
-Experience in the customer service space;
-Knowledge of quality assurance terminology, methods, and tools;
-Good organizational skills, knowledge in goal-setting practices;
-Ability to multitask and successfully operate in a fast-paced, team environment;
-Must adapt well to change and successfully set and adjust priorities as needed.

JOB REQUIREMENTS-

• Minimum 2 years of chat monitoring experience.
• Knowledge of quality standards in the international chats process.
• Advanced MS Excel skills. Six Sigma certification is a plus but not mandatory.
• Must be amenable to work with different chat applications/tools.
• Excellent written and verbal communication skills.

Qualification- Bachelors/College Degree

Job Type- Permanent Contractual

Job Specializations- Quality Assurance, Training, Customer Support

How to apply–

To apply for this job, please send your resume and cover letter including your three ---------- movies and your SKYPE ID to ----------

Only applications sent to ---------- will be accepted. Please do NOT apply for this role directly by clicking the 'Apply' button.