RooCruit Candidate:
Roo5050
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About the Candidate
I’m an organized and excellence-driven Quality Analyst seeking to improve the employees’ call handling, process compliance, communication skills and soft skill abilities in accordance with the targets and requirements set by the organization.
Area of Expertise
Customer Service, Call and Case Monitoring and Evaluation, Coaching and Feedback, Basic Video Editing, Basic Ecommerce, Proofreading and transcription, Listening, Analytical, and Mathematical Skills, General Administration, Research and Library Management
Experience & Availability
International Experience:
Yes
Availability:
40 hours a week
Years Experience:
19
Current and Previous Roles:
Relevant Experience
Job Title: Senior Quality Assurance Analyst
Duration: 19
Key Responsibilities: Reinforce Quality Team’s policies and best practices to ensure we deliver with the best results.
Lead team projects and engagements.
Handle campaign trainings and onboarding of new QAs.
Create Quality Forms and Reporting Structure in accordance with Operations and Clients guidelines.
Delegate work, overseeing progress towards goals, and coaching team members as needed.
Deliver evaluations and call-out feedback to coaches and Virtual Assistants on a regular basis.
Monitor call interactions and case management ensuring compliance with the set protocols of both Operations and the client.
Sending Quality Alerts for Kudos and Recognitions, as well as for Non-compliance on company or program policies.
Weekly meetings and Call Listening sessions with coaches to identify process gaps, areas of improvement, then discuss solutions and action plans applicable.
Send weekly and monthly reports to show trends and provide recommendations.
Identify opportunities and provide recommendations for improvement in policies, processes, and/or tools that enhance the overall quality of the customer’s experience.
Manage coaching trackers and send weekly coaching compliance reports.
Continuously develop quality guidelines in line with the requirements of every campaign/project.
Assist the QA Lead with any project assigned to the QA Team.
