Job Title:  Quality Assurance Officer - Call Center

Job Title: Quality Assurance Officer

Department: Retail

Reports To: Call Center Supervisor

Version:01 – 01-12-2024

Job Purpose:

The Quality Assurance Specialist will be responsible for monitoring and evaluating call center interactions to ensure compliance with company standards, regulatory requirements, and exceptional customer service. This role involves analyzing performance data, providing feedback, and implementing quality improvement initiatives.

Key Responsibilities:

1. Monitor Inbound, Outbound Calls, and Emails: Regularly assess agent interactions with customers via calls and emails to ensure compliance with communication standards, tone, and professionalism while delivering high-quality customer service.
2. Assess Adherence to Scripts and Protocols: Evaluate agent performance against predefined scripts, protocols, and response templates to ensure consistency and accuracy in the communication of information and solutions.
3. Provide Constructive Feedback and Coaching: Offer agents timely, constructive feedback to improve their performance, focusing on areas such as communication clarity, product knowledge, and conflict resolution.
4. Collaborate with Management on Performance Trends: Work closely with supervisors and managers to identify trends in performance metrics, assist in the development of improvement plans, and track their execution.
5. Assist in Designing Training Programs: Contribute to the development and refinement of training materials by identifying knowledge gaps and areas for improvement based on quality monitoring outcomes.
6. Facilitate the Calibration Process: Regularly participate in calibration sessions to ensure consistency in evaluating agent performance across the team, aligning feedback with company quality standards.
7. Audit Agent Performance for Compliance: Conduct periodic audits of agent performance to ensure compliance with legal, regulatory, and company-specific standards, ensuring customer data privacy is upheld.
8. Track and Analyze Performance Data: Use analytical tools to track quality assurance metrics and identify areas for improvement. Generate reports that highlight opportunities for process optimizations.
9. Evaluate Customer Escalations: Review escalated customer interactions to ensure agents are following escalation protocols correctly and to identify opportunities for improving the handling of complex issues.
10. Identify Training Needs: Based on performance evaluations and feedback from customers, identify individual or team-wide training needs and collaborate with HR or training departments to create targeted interventions.
11. Assist in Developing Reward and Recognition Programs: Recommend top-performing agents for recognition programs based on consistent quality scores and customer feedback, fostering a positive work environment.
12. Ensure Consistency Across Channels: Monitor and evaluate quality across various customer interaction channels (phone, email, chat) to ensure consistency in service delivery, responsiveness, and customer satisfaction.
13. Improve Processes for Efficiency: Identify and recommend changes to existing processes to improve efficiency, reduce response times, and enhance the overall customer experience.
14. Support Root Cause Analysis: Lead investigations into customer complaints and service issues, identifying the root causes and collaborating with relevant teams to implement corrective actions.
15. Assist with Technology and Tools: Collaborate with IT and other departments to ensure quality assurance tools and systems are effective, properly maintained, and up-to-date with the latest features.

Dimensions:

Personal Qualities:

12. Strong verbal and written communication abilities
13. Ability to spot errors, inconsistencies, and areas for improvement in customer interactions and agent performance.
14. Ability to analyze performance data, identify trends, and draw conclusions to drive improvements.
15. Strong problem-solving skills to address recurring issues, agent performance gaps, and customer concerns effectively.
16. Experience in coaching and providing constructive feedback to enhance agent performance.
17. Ability to manage multiple responsibilities efficiently, balancing quality monitoring, reporting, and feedback.

Education:

12. Bachelor's degree in Business Administration, Communication, or a related field (preferred)

Experience

12. 2+ years of experience in a quality assurance or customer service role, preferably within a call center or service-oriented industry.
13. Previous experience in monitoring customer interactions (calls, emails, chats) for quality assurance.