Quality Analyst

Overview

We are seeking a dedicated Quality Analyst to evaluate, oversee, and enhance the performance of Assisted Growth telesales representatives, ensuring strict compliance with corporate standards, policies, and customer service protocols. This role involves systematic audits of recorded calls and chats, analysis of sales processes, and delivery of actionable feedback aimed at boosting sales efficiency, regulatory adherence, and customer satisfaction.

Key Responsibilities

• Audit recorded calls and chats to verify compliance with internal controls, including reviewing center operations, reports, practices, and documentation.
• Provide detailed, constructive feedback to telesales personnel, emphasizing both achievements and areas needing improvement.
• Compile and present comprehensive audit reports to communicate findings and advocate for continuous enhancements in training, procedures, policies, and facilities.
• Ensure strict adherence to set requirements and advise management on necessary corrective measures.
• Generate specialized audit and control reports through data collection, analysis, and synthesis of operational trends.
• Support team objectives by contributing effectively to related tasks as required.
• Maintain a strong focus on data accuracy, customer safety, and high-quality output.
• Identify impediments to customer success including issues in tools and training.
• Develop expertise in support processes and recommend further action based on customer experience insights.
• Collaborate with training departments to pinpoint educational needs derived from audit outcomes.
• Coordinate closely with team leaders and managers to align performance standards and enforce corrective actions where needed.

Qualifications

• Possession of any Bachelor's degree.
• Minimum of 1 to 2 years working experience in telesales, customer service, or related fields.
• At least 1 to 2 years experience in quality management roles.
• Holding a Six Sigma certification is considered a beneficial addition.