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Transaction Quality Analyst in Pavas, San Jose at Concentrix

Date Posted: 2/12/2018

Job Snapshot

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Job Description

A Quality Analyst will monitor and score the quality of calls, both real time and historical (recorded), looking for call attributes that support quality customer interactions that meet business and customer needs and expectations. The QA uses effective written communication to document associated performance measures and regularly identifies inefficiency issues, training opportunities and potential system and process modifications.

Job Requirements

•         Reviews and audits incidents, email and telephone interactions along with customer satisfaction responses for the operation
•         Performs live monitoring through side by sides
  • Perform account transactions (call taking)
  • Provides coaching and feedback for performance improvement
•         Identifies trends, works to correct areas of improvements and monitors result of such
•         Develops training programs or refreshers
•         Facilitates or attends calibration sessions to assure alignment and standardization with current processes
•         Full knowledge in policies, procedures, and tools
•         Provides continuous review and development of established quality standards. Recommends modifications where appropriate
•         Works with internal teams to define quality metrics
•         Comply with the established performance scorecard and SLAs