Quality Analyst

Roles And Responsibilities

• Develop and maintain internal support and call center quality standards
• Review a subset of sales agents' interactions (calls, emails, chats, etc.)
• Provide meaningful and constructive feedback on evaluations
• Discuss and explain feedback with agents in regular meetings
• Create strategies to improve support KPIs
• Assist agents in enhancing their performance through specific guidance and ongoing support
• Identify training and onboarding needs and initiate related projects
• Generate reports that reflect support performance
• Report the support team’s performance to senior management
• Participate in calibration sessions to ensure consistency in internal evaluations
• Contribute positively to team culture
  
  

An Ideal Candidate Should Have

• Minimum 2 years of hands-on experience in quality assurance within customer service or sales
• Proven track record of analytical skills
• Strong communication skills, including the ability to deliver (negative) feedback effectively
• Excellent people skills and the ability to build rapport
• Good organizational skills and knowledge of goal-setting practices
• Experience with data visualization and understanding of support metrics
• Problem-solving capabilities to create meaningful strategies to improve support quality
  
  

Perks And Benefits

• Opportunity to work on a highly critical role, which will have a direct and big impact
• A learning environment with supports looking at problems in unique ways
• Collaborative and diverse team which values mutual respect and clear communication
• Challenging work so that you can keep your brain healthy
  
  

The Successful Applicant

• Fast, focused and committed individuals with an ability to work in a diverse team
• Passionate about creating something big & impactful
  
  

Skills: feedback management,call center operations,data visualization,kpi management,goal-setting practices,team management,performance measurement,evaluations,communication skills,customer service,report generation,interpersonal skills,feedback mechanism,organizational skills,quality assurance,problem-solving,strong communication skills,support metrics,analytical skills,training & development,performance improvement,people skills,constructive feedback,training needs analysis,problem-solving capabilities,training and development,call monitoring,quality analysis,reporting