Quality Analyst

Support Services Group is looking for a highly energetic and collaborative Quality Assurance Specialist. The Quality Assurance Specialist will monitor calls to assess employee demeanor, technical accuracy, performance, and conformity to company policies and procedures. This individual will be responsible to develop, create and implement call center processes and procedures manual as needed.

Responsibilities will include:

• Participates in customer and client listening programs to identify customer needs and expectations.
• Monitor the effectiveness and quality of incoming calls and emails.
• Determine weaknesses in performance and establish solutions to improve.
• Ensure compliance with company's quality systems.
• Identify process improvement opportunities.
• Generate and maintain feedback and coaching documentation.
• Provides feedback to call center team leaders and managers.
• Offer daily feedback via verbal & written communication.
• Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of call center.
• Ability to work and complete projects without supervision, self motivated.
• Ability to communicate with discretion and professionalism, understanding when confidentiality is needed.

Qualifications

• Attach resume in English.
• Schedule availability.
• On Site position.
• Call center customer care experience.
• Quality background.
• Strong attention to detail, exceptional listening and analytical skills.
• Excellent communication skills both written and verbal required.
• Excellent organizational skills and ability to handle multiple tasks under deadlines.
• Strong knowledge of customer care processes and techniques.
• Demonstrated ability to work well in a team environment.

Excellent Opportunity to join an industry leader!

Support Services Group is an award-winning global CX solutions company who creates amazing experiences for the world’s best brands and their customers.  We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.