Quality Analyst - Dubai, United Arab Emirates - Cupola Tele Services (CTS)

Cupola Tele Services (CTS)

Verified Company

Dubai, United Arab Emirates

1 week ago

Posted by:

Ahmed Al-Mansouri

beBee Recruiter

Description

Job Purpose:

Quality Assessments involve call
monitoring activities, evaluation of process adherence, and the analysis and benchmarking of individual, team, and overall performance results and trends against target contact center metrics.
The incumbent will assess the uniformity of Quality across all levels within Contact Centre and provide recommendations for subsequent Quality Improvements
To complete the Quality Assessments for Contact Center as per the defined process.

Span of Control:

Direct Reports:
(Call Centre Agents)

Indirect Reports:
(NA)

Key Results Accountabilities:

Identify and suggest changes to predetermined quality guidelines and policies
Develop and maintain Quality Assurance procedure documentation
Support technical support staff identify and resolve defects
Maintain and develop internal support and call center quality standards
Accompany evaluations with meaningful and constructive feedback
Analyze all customer service metrics (e.g. CSAT) and how the Customer Service team's performance affects those KPIs
Help agents improve their performance with specific instructions and constant support
Map the need for training and onboarding programs and initiate these projects
Monitor customer service performance on the agent and team level
Contribute to the team culture in a positive manner
To provide weekly/monthly reporting for the business and each department/individual averages and to highlight specific areas needing action (with suggested improvements) inline with QA TLs
To provide managers with analysis /reports on trends happening across all departments as per requirement.
To update, create and develop quality monitoring tools and scripts, identifying better and more efficient ways of doing things
To liaise with the Team Managers, Team Leaders and Supervisor on any changes that will impact upon them or to discuss and resolve any quality or customer service related issues that they have
To establish and implement new processes and procedures to help drive levels of Quality, including agent development plans and coaching frameworks
Review and conduct needs analysis on all areas related to quality and recommends optimal process solutions (training and operational processes) to achieve KPI and high customer satisfaction scores in line with QA TL
Ensure the use of call quality guidelines for all evaluations are met at all times by all members across the organization
Ensure the production of Call Quality Reports pertaining to results and performance at various levels as per the required frequencies
Ensure each and every member in the team has received feedback at all time
100% feedback acceptance ratio to be tracked and monitored for the team
Manage all aspects of daytoday quality team operations to ensure implementation and deployment of Call Quality standards across all levels

Critical Competencies:

Plan and coordinate quarterly Quality programs for the Contact Center team aimed at improving the overall quality and motivation of the team
Perform internal quality audits (e.g. periodic audits of key customerrelated processes to determine process control and efficiencies) and recommend changes inline with QA TL as per requirement.
Demonstrate mastery and comprehension of quality standards.
Demonstrate proficiency with respect to the clientspecific service process
Identify and Escalate Process/Product/Systems/Information related concerns/issues impacting overall call quality or customer satisfaction scores
Identify and escalate any ambiguity in information if any.
Ensure the team is updated with all accurate and timely updates by auditing the team through mystery shopping.
Help operation enhance performance by closely tracking and monitoring the use of hold/mute/deadair/PCW.
Actively participate in mystery shopping campaigns to enhance overall customer satisfaction scores of contact center
Ideate/Innovate initiatives/drives or campaigns to improve overall call quality and customer satisfaction scores.
Ensuring there's an equal balance of remote and live monitoring of calls; live call monitoring to be used as a mechanism to identify realtime challenges in terms of ease of access of information, system usage
Identify consistent outliers (low performers) within the team and recommend for coaching sessions to L&D team.
Ensure coverage of minimum 8 hours login; 2 hours per week on handling live calls are met at all time.
Ensure the operation team is following all current updates on call by doing a random audit on the new update, errors to ensure 100% compliance.

Communications And Working Relationships: