CF QA Analyst (Work From Home)

Job Description

Work Remotely: Yes

Job Types: Full-Time, Permanent

Duties and Responsibilities:

• Assessing the quality of the performance of our agents who deal with our existing and potential customers.

• Monitors inbound and outbound calls and email responses to assess agents’ demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

• This individual will assist in developing, creating, and implementing company quality processes and procedures; as well as making recommendations for enhancements to training materials, scripts, and processes as needed to enhance the overall customer experience.

• Participates in the design of call monitoring formats and quality standards.

• Provides trend data to the company specifically with the Team Leaders.

• Uses a quality monitoring data management system to compile and track performance at team and individual levels.

• Utilize and monitor NPS and public reviews process for FV

• Performance NPS and public reviews surveys and provide the necessary recommendations to the agent.

• Performs/monitors FV email responses, text and chat messages to our clients and members.

• Participates in customer and client listening programs to identify customer needs and expectations.

• Provides actionable data to various internal support groups as needed.

• Coordinates and facilitates call calibration sessions for each team.

• Provides feedback to the team leaders and managers both for CF and FV.

• Prepares and analyzes internal and external quality reports for management staff review.

• Perform other duties as assigned.

Qualifications:

• Strong analytical and problem-solving skills
• Outstanding organizational skills
• Attention to details
• Excellent English both written and verbal communication
• Good interpersonal skills and willingness to communicate with clients, colleagues, and management as needed
• Ability to work independently with little or no supervision
• Strict adherence to the company’s guidelines and policies
• Good time management skills, including prioritizing, scheduling, and adapting as necessary
• Willing to work full time from home

JOIN OUR TEAM & APPLY NOW!

To apply: Please click this online application link and complete the form: https://bit.ly/3eXcohk to start with your application process.