Quality Analyst (QA) is responsible for assessing the quality of the performance of our call centre associates who deal with our existing and potential customer. The QA will monitor inbound and outbound call and emails responses to assess associates demeanour, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call centre quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer’s experience.
Roles and Responsibility
Participates in design of call monitoring formats and quality standards.
Monitor call and provides data to the management team.
Uses quality monitoring data management system to compile and track performance at team and individual level.
Monitor of customer care email responses.
Participates in customer and client listening programs to identify customer needs and expectations.
Provides actionable data to various internal support groups as needed.
Coordinates and facilitates call calibration sessions for call centre staff.
Provides feedback to call centre team leaders and managers.
Prepare and analyse internal and external quality reports for management staff review.
Perform other duties as assigned.
KNOWLEDGE, SKILL SET & QUALIFICATIONS REQUIRED
Experience for 2-3 years in International Call Centre.
Bachelor Degree.
Excellent verbal, written and interpersonal communication skills.
Outstanding customer service skills
Focus on quality and customer service
Exceptional listening and analytical skills
Ability to multitask and successfully operate in a fast paced, team environment.
T3COGNO Private Limited is a HR Services Company that offers end to end HR services and solutions to clients globally. Our vision is - To be a premier global talent services partner that empowers the business and our mission is to provide efficient, impactful and agile services/solutions and make a difference to our clients business. We believe in being an extended service wing for our partners.
We provide Talent Acquisition services including Executive search and Permanent Recruitment at various levels.
T3Cogno acts as a specialized consultant, enabling tailored end-to-end HRO services and is a solution enabler.
Why choose us?
Tailored Recruiting: Our Full Cycle Recruiting service is designed to meet your specific needs, from role design to offer acceptance.
Precision Sourcing & Screening:
We master the art of reaching the right audience, leveraging digital platforms and traditional channels with industry-specific market mapping and benchmarking activities.
Flexible Support:
Whether you need on-demand recruiters or assistance with project-specific hiring, we can scale both Vertically and Horizontally as per demand.
Cost-Efficient & Rapid:
Our Project RPO service is agile and efficient, perfect for seasonal or sudden hiring needs.
Our services streamline your hiring process, save costs, and ensure you attract top talent in an evolving marketplace.
