Telemarketing – Quality Assurance Analyst
Code: TM-QA-Analyst |
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| Job Description: |
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| The QA Analyst will be responsible for monitoring agent-customer interactions against client specified policies and procedures as stated in the QA guidelines. He/she will suggest improvements at the agent and project level through evaluations and reports to ensure client standards are maintained and/or exceeded. The QA Analyst will directly report to the Telemarketing-QA Supervisor. |
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| Job Responsibilities: |
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Determine whether the agents maintain a pre-determined and acceptable level of contact handling through monitoring and test contact evaluation |
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Report contact handling performance and statistics through monitoring and test contact evaluation |
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Report contact handling performance and statistics through daily and weekly reports submitted to the Quality Assurance Supervisor |
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Conduct remote monitoring sessions with client, thus completing performance summaries that will be submitted to the Quality Assurance Supervisor and the Quality Assurance Manager |
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Randomly monitor calls to ensure client standards are maintained |
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Review evaluations, maintain files, and handle general administrative duties |
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Prepare performance evaluations documenting contact-handling procedures |
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Continually investigate and introduce process improvement measures and present suggestions to Telemarketing-Quality Assurance Supervisor for consideration |
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| Job Requirements: |
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Bachelor’s degree preferably a business- or communication-related major; extensive, directly-related experience may be considered in lieu of education |
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Minimum of 3 years of telemarketing experience with a minimum of 1 year as a Quality Assurance Analyst |
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Expert level knowledge of telemarketing techniques, systems, policies, and procedures; expert level knowledge of data entry and proofreading skills |
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Proven ability of attention to details; maintain object opinion |
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Proven ability to concentrate and listen actively to live and recorded telephone calls |
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Proven ability to develop and produce reports from existing systems, analyze them and make recommendations; must be able to work and produce results under pressure |
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Demonstrated proficiency in PC applications and all information systems used in the telemarketing company |
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Must be able to foster a positive and productive work environment |
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Possess excellent communication, collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines |
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