Call Center Quality Analyst
Controller Job Description
Call center quality analyst provides key support to the Call Center Leader in support and management of overall Call Center operations.
A call center quality analyst’s primary responsibility is to measure compliance with established agent behavior expectations. Depending on the industry, different quality standards are required. Each will have its own set of quality standards and rules. The agent’s performance will be assessed against the rating form by the quality assurance team. They must guarantee that call center agents communicate with clients following business policies. They’ll keep track of the calls to assess performance and support the company’s strategic goals and objectives. Internal procedures that are dysfunctional, talent deficiencies, and inadequate workforce management are all detected by the quality analyst. They must make an informed choice on how to close the gap, enhance worker scheduling, fix faulty internal procedures, and notify other parts of the company who may be affected by the changes.
Roles and Responsibilities:
• Participate in the development of call monitoring style and industry best practices
• Monitor calls and report data and trends to the facility management team
• Gather and track individuals and team progress using a quality tracking data management system
• Review customer care email replies
• Participate in client and consumer listening initiatives to discover consumer requirements and expectations
• Deliver actionable services to multiple internal support groups as required
• Manage and organize call sessions for call center employees
• Provide feedback to the team leader and supervisors in the call center.
Typical duties of a Controller
Essential skills:
• Excellent customer service skills
• Superb listening and analytical abilities
• Intellectual ability and writing competence
• Must be able to react to changes quickly and shift priorities as needed.
• High level of reliability and encouragement
• Ability to work independently as well as in a group environment
Qualifications:
• Demonstrated PC / Technical skills – Windows and MS Office Suite
• Bachelor’s degree in any subject
• Must possess of experience in the similar field.