Senior Quality Assurance Specialist
4 days ago
Job Summary: We are seeking a skilled and detail-oriented BPO Quality Senior Analyst to ensure the highest standards of customer service and operational excellence in our chat process. As a Quality Senior Analyst, you will be responsible for monitoring and assessing the quality of chat interactions between our customer service representatives and customers. Your primary focus will be to analyze chat transcripts, provide feedback, and identify areas for improvement to enhance customer satisfaction and achieve key performance indicators.
Key Responsibilities:
- Monitor and evaluate chat interactions between customer service representatives and customers to ensure adherence to quality standards and company guidelines.
- Analyze chat transcripts for accuracy, completeness, and compliance with established protocols and procedures.
- Identify and assess customer service representatives' performance gaps and areas for improvement based on quality metrics and performance standards.
- Provide constructive and timely feedback to customer service representatives on their chat interactions, highlighting areas of strength and areas needing improvement.
- Collaborate with the training team to develop and deliver training programs to address knowledge and skill gaps identified during quality evaluations.
- Maintain accurate records of quality evaluations, performance metrics, and feedback provided to customer service representatives.
- Generate comprehensive reports on quality performance, trends, and improvement opportunities for management review.
- Participate in calibration sessions with other quality analysts to ensure consistent evaluation and scoring of chat interactions.
- Stay updated with industry best practices and trends in customer service and chat processes to continuously improve the quality evaluation process.
- Collaborate with team leads and operations managers to implement quality improvement initiatives and achieve performance targets.
Requirements:
- Bachelor's degree in any discipline or equivalent work experience in a customer service or BPO environment.
- Proven experience as a Quality Analyst in a BPO setting, preferably with experience in chat process evaluation.
- Excellent verbal and written communication skills with a keen eye for detail.
- Strong analytical and problem-solving abilities to assess chat interactions and identify areas for improvement.
- Familiarity with quality monitoring tools and chat platforms.
- Ability to work independently and as part of a team, managing multiple priorities and deadlines effectively.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience generating reports.
- Knowledge of customer service principles and practices.
- Strong coaching and mentoring skills to provide feedback and guidance to customer service representatives.
- Flexibility to adapt to changing business needs and work in shifts, if required.
The Quality Senior Analyst plays a crucial role in maintaining the highest standards of customer service and ensuring operational excellence in the chat process. If you have a passion for quality, excellent analytical skills, and a desire to drive continuous improvement, we encourage you to apply for this position.
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