Quality Assurance Analyst
Full-time
Intouch CX
Job Description
About the Job
We’re changing the way people think about customer service, and we need your help!
We’re looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.
As Quality Assurance Analyst, You Will…
- Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed
- Complete Quality Assurance and coaching session reports on a weekly basis
- Provide floor support, which can include actively taking phone calls
- Attend and participate in meetings with supervisors and managers to review monitoring lists
- Attend and participate in partner and internal calibration meetings
- Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers
- Report scripting problems or questions from callers to appropriate departments
- Distribute partner and company related correspondence to all CSRs/Tier 2 team members
- Perform other duties as assigned
Job Requirements
As Quality Assurance Analyst, You Have…
- Must be a Graduate
- 1 year of front-line contact center experience (preferred)
- 1-2 years of Quality Assurance experience (preferred)
- Intermediate knowledge of MS Excel, MS Word and MS Office (required)
- Ability to type 30 wpm minimum with accuracy
- Strong verbal and written communication skills, including spelling and grammar
- Excellent organizational and time management skills
- Ability to make fair and consistent judgments and decisions
- Ability to multi-task under high-pressure situations
- Ability to solve problems and offer suggestions in a positive and developmental manner
- Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls
- Ability to perform basic mathematical functions to ensure scoring accuracy
- Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
- Availability to work a variety of shifts including early mornings, afternoons, evenings and holidays is required
IntouchCX provides equal employment opportunities in accordance with Egyptian labor laws and regulations. IntouchCX is committed to ensuring fairness and equality in all aspects of employment and does not discriminate based on gender, origin, language, religion, creed, or disability. IntouchCX is committed to accommodating individuals with disabilities in compliance with Egyptian labor laws and international best practices. If you require any accommodations during the application process or need more information about our accommodation policies, please contact us. By applying to IntouchCX, the applicant consents to IntouchCX collecting, using, and retaining their personal information for purposes related to the application process and, if hired, the employment relationship. All personal information collected will be handled with strict confidentiality and in accordance with applicable Egyptian privacy and data protection regulations.
Vacancy posted 24 days ago
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