Quality Control Analyst

3 weeks ago

Lahore, Punjab, Pakistan ibex. Pakistan Full time

Ibex, for one of its global clients, is looking to hire a Quality Control Analyst who will assist in developing, creating, and implementing call center quality processes and procedures. This role will be responsible for making recommendations for enhancements to training materials as needed to enhance the customer's experience and adherence with regulatory compliance.

Responsibilities:
  1. Participate in the design of call monitoring formats and quality standards.
  2. Perform call monitoring and provide trend data to the management team.
  3. Use a quality call monitoring data management system to compile and track performance at the team and individual level.
  4. Provide actionable data to various internal support groups as needed and create evaluations with meaningful and constructive feedback.
  5. Provide feedback to call center team leaders and managers.
  6. Prepare and analyze internal and external quality reports for management staff review.
  7. Cross collaborate with compliance, sales, and training to calibrate internal evaluations and identify training and onboarding needs of reviewed departments.
  8. Discuss and explain feedback with managers in regular meetings.
  9. Monitor calls and communication for compliance with internal and external regulatory requirements.
  10. Create scorecards for each call listened to, using metrics to identify strengths and weaknesses of calls.
  11. Perform other duties as assigned and contribute to the team culture in a positive manner.
Requirements:
  1. Must have a bachelor's degree in a relevant field.
  2. Have call center experience.
  3. Have impeccable verbal and written communication skills and the ability to give helpful feedback.
  4. An affinity for quality and customer service.
  5. Have exceptional listening and analytical skills.
  6. Have solid time management skills.
  7. Must be able to effectively screen phone calls and listen for long periods without constant direct interaction with other people.
  8. Have the ability to multitask and successfully operate in a fast-paced, team environment.
  9. Must be able to work independently and adapt well to change and successfully set and adjust priorities as needed.
  10. Comfortable in EST time zone (Evening/Night - Work from office).
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