Quality Analyst @ IT By Design

• The Quality Assurance (QA) professional will be responsible for monitoring and evaluating inbound and outbound calls and email responses to assess the Engineers demeanor, technical accuracy, customer service performance, and adherence to company policies and procedures
• This individual will also contribute to the development, creation, and implementation of quality processes and procedures, as well as make recommendations for improving training materials to enhance the overall customer experience

Required Qualifications and Experience:

• At Least 1 year experience in Quality Monitoring preferably from an International Call Center background.
• Excellent verbal, written, and interpersonal communication skills.
• Strong commitment to delivering exceptional customer care and providing outstanding customer service.
• Self-motivated and proactive individual.
• Strong focus on quality and customer service.
• Exceptional listening and analytical skills.
• Effective time management skills.
• Ability to engage effectively with individuals at all levels within the organization.
• Creative thinking and proficient writing skills.
• Ability to multitask and thrive in a fast-paced, team environment.
• Adaptability to change and the ability to set and adjust priorities as required.
• Proficiency in Microsoft Office, with intermediate Word and basic Excel skills.

Key Responsibilities:

• Participate in designing call monitoring formats and quality standards.
• Conduct call monitoring and provide trend data.
• Utilize a quality monitoring data management system to compile and track performance at both team and individual levels.
• Monitor customer email responses.
• Provide actionable data to internal support groups as needed.
• Coordinate and facilitate call calibration sessions with various Team Technical Leads (TTLs).
• Provide feedback to Engineers, Team Leaders, and Managers.
• Prepare and analyze quality reports for management review.
• Perform other assigned duties.