Contact Center Quality Analyst jobs in Ohio

Contact Center Quality Assurance Analyst

Overview

The Contact Center Quality Assurance Analyst plays a crucial role in maintaining the quality and efficiency of call center operations. This position involves monitoring and evaluating interactions between call center agents and customers to ensure that high service standards are met. The primary objective is to enhance the overall customer experience, ensure compliance with company policies, and promote continuous improvement.

Responsibilities

1. Monitoring and Evaluation:

• o Monitor inbound calls, emails, chat interactions, and other communication channels.
• o Evaluate interactions against established quality assurance instruments and standards.
• o Assess agent performance based on predefined criteria, including communication skills, adherence to procedures, and product knowledge.
• o Provide constructive feedback to agents to improve their performance.

2. Quality Assurance Standards:

• o Ensure that call center agents adhere to predetermined quality assurance standards.
• o Review open and closed customer issue tickets to assess quality and compliance.
• o Participate in calibration sessions to align scoring practices with other evaluators.
• o Communicate business goals, quality standards, processes, and procedures to agents.

3. Training and Development:

• o Conduct or lead training sessions for call center agents (as needed).
• o Provide performance expectations, action plans, and development strategies to enhance call quality.
• o Conduct mock call training for new associates after they complete classroom training.
• o Facilitate side-by-side and listening feedback sessions with agents regularly.

4. Reporting and Metrics:

• o Generate accurate and timely reports on call quality, productivity, availability, and other key metrics.
• o Track performance on a daily, monthly, month-to-date, and year-to-date basis.
• o Use data to identify trends, areas for improvement, and training needs.

5. Bilingual Skills (English/Spanish):

• o Proficiency in both English and Spanish is desirable.
• o Ability to evaluate interactions in both languages.

Qualifications

• Education:

• o A relevant degree, such as a Bachelor’s or Associate Degree in Education, Communication, Business, or related fields.

• Skills:

• o Proficiency in Microsoft Office applications.
• o Experience in call center monitoring and evaluating.
• o Familiarity with call center quality operations and team leadership.
• o Knowledge of industry practices and standards.

• Experience:

• o Prior experience in a call center environment is essential.
• o Industry certifications are advantageous.