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Call Quality Analyst

unlimited holidays - extra holidays - extra parental leave - long remote period allowed

Remote:

Full Remote

Contract:

Full time

Work from:

India

MyOperator SME https://myo.bz/

201 - 500 Employees

See more MyOperator offers

Job description

This is a remote position.

Job Description

Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our sales & customer success associates who deal with our existing and potential customers. The QA will monitor inbound and outbound calls, chats, and support ticket responses to assess an associate’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing quality processes and procedures; as well as making recommendations for enhancements to the client success or sales process & training materials as needed to enhance the overall MyOperator customer’s experience.

Key Responsibility Area

Develop or understand evaluation programs or Scorecard
Call Monitoring or Evaluation
Reporting
Training and Coaching/Feedback
Drive process improvements

Requirements

Requirements

Graduate and over with excellent oral and written communication skills.
Exceptional listening and analytical skills
Must adapt well to change and successfully set and adjust priorities as needed
Must be proficient with GSuites (intermediate Docs, advanced Sheets)
Strong data analytical capabilities to check trends, historic data, and predictive analysis
Strong analytical skills and hands-on with spreadsheets, presentation & document writing.