Call Quality Analyst

Role Summary: The Call Quality Analyst will be responsible for monitoring and evaluating customer service calls to ensure adherence to quality standards, identify areas for improvement, and contribute to enhancing the overall customer experience. This role is crucial for maintaining high service levels within our customer support operations.

Key Responsibilities:

• Monitor a sample of customer service calls (inbound and outbound) on a daily basis.
• Evaluate calls against established quality scorecards, focusing on communication, problem-solving, adherence to scripts, and customer satisfaction.
• Provide constructive feedback and coaching to customer service representatives to improve performance.
• Identify trends and patterns in call quality and customer feedback.
• Document call evaluations and performance reports accurately.
• Collaborate with the customer support team to develop and implement quality improvement initiatives.
• Stay updated on product knowledge and customer service best practices.