Quality Analyst

Wecredit

ob Role - Quality Analyst Role Overview: The Quality Analyst plays a vital role in ensuring the call quality of the sales team when interacting with customers. This position involves auditing agent calls, providing feedback, maintaining quality scores, and developing strategies to enhance agent performance and efficiency. Key Responsibilities: 1. Call Auditing: o Review and evaluate recorded calls for adherence to quality standards. o Assess calls based on predefined criteria to ensure compliance and service excellence. 2. Feedback and Reporting: o Provide constructive feedback to agents based on call evaluations. o Generate and maintain quality score reports for individual agents and overall team performance. 3. Performance Improvement: o Identify areas for improvement in agent performance and call handling. o Collaborate with team leaders to implement training programs and development plans. 4. Quality Standards Maintenance: o Ensure that quality benchmarks are met consistently. o Update and refine quality assessment criteria based on evolving business needs. 5. Calendar Management: o Create and manage schedules for training sessions and quality review meetings. o Coordinate with relevant departments to ensure smooth execution of training programs. 6. Data Analysis: o Analyze quality metrics to identify trends and insights. o Develop action plans to address performance gaps and enhance overall call efficiency. 7. Collaboration: o Work closely with management and other departments to align quality initiatives with organizational goals. o Participate in team meetings to share insights and best practices. Skills: Attention to detail and commitment to quality. Ability to provide constructive feedback and coaching. Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint). This role is essential for ensuring that the sales team meets the company's quality standards while continuously improving customer satisfaction and operational efficiency. Job Types: Full-time, Permanent Work Location: In person