Role Overview

The Quality Analyst (QA) for Call Audit Measurement is responsible for evaluating and improving the quality of customer service through systematic call audits. This role involves assessing calls to ensure they meet established standards and providing actionable insights for performance enhancement.

Key Responsibilities

- Call Evaluation: Conduct regular audits of recorded calls to assess adherence to company guidelines, compliance standards, and customer service protocols.
- Criteria Assessment: Use predefined criteria to evaluate call quality, including communication skills, problem resolution, adherence to scripts, and customer satisfaction.
- Reporting: Prepare detailed reports on call quality metrics, identify trends, and highlight areas for improvement. Share findings with management and relevant teams.
- Feedback Provision: Offer constructive feedback to inside sales representative and teams based on audit results. Develop and recommend training and improvement programs.
- Documentation: Maintain accurate records of audit results and track performance over time to ensure continuous improvement.
- Collaboration: Work closely with the training department to ensure that quality standards are communicated effectively and incorporated into training programs.
- Compliance Monitoring: Ensure that all calls meet regulatory requirements and internal policies.

Qualifications

- Bachelor's degree in Business, Communications, or a related field, or equivalent work experience.
- Proven experience in quality assurance, call center operations, or a similar role.
- Solid analytical skills with the ability to assess call quality against set standards.
- Excellent written and verbal communication skills.
- Proficiency in using call recording and analysis software.
- Attention to detail and a commitment to continuous improvement.

Skills

- Analytical and problem-solving skills
- Strong understanding of inside sales metrics and KPIs
- Ability to provide clear and actionable feedback
- Proficiency in data analysis and reporting tools
- Strong organizational and time management skills