Job Description
We are hiring several additional Quality Analyst/Communication Coaches (CC) who would be responsible for assessing the communication quality and performance of our sales, customer service and technical support staff who deal with our USA and International clients. The Quality Analyst/Communication Coach will listen to both critical and non-critical calls/interactions using our call analytics tool, as well as gauge outbound email writing skills to monitor and improve our customer-facing associates skills and capabilities.
The QA/CC will assist in improving our existing call quality processes and procedures by deducing the call analytics from our analytics tool. They are expected to conduct individual coaching sessions with associates and provide feedback addressing the opportunities identified in the analytics tool keeping the respective team managers informed of the said opportunity areas. They will also be expected to make recommendations and enhancements to training materials as needed to enhance the overall clients experience
ROLE/PURPOSE
- Identify the opportunities in calls using our call analytics tool and share them with the respective team managers
- Monitor associates email responses to clients for their email writing skills
- Provide direct feedback to the staff on the identified opportunities
- Call out major outliers and share feedback with their team managers
- Analyze and prepare improvement reports for management review
Requirements
- Minimum 3 years’ experience as a Communication Coach / Quality Analyst
- Bachelor’s degree (preferably from a technical domain)
- Excellent verbal, written and interpersonal communication skills
- Exceptional listening and analytical skills
- Outstanding customer service skills and dedication to providing exceptional customer care
- Must be self-motivator and self-starter
- Must be proficient with Microsoft Office (Word, Excel, Outlook)
Required Candidate profile
The candidate must be open to USA shift (night shift)
Role: Call Quality Analyst
Salary: Not Disclosed by Recruiter
Industry: Software Product
Department: Quality Assurance
Employment Type: Full Time, Permanent
Education
UG: Any Graduate
PG: Any Postgraduate
Doctorate: Doctorate Not Required
