Call Center Quality Analyst job at Nft Consult Ltd | Apply Now

Quality calibration with team members and other support staff and team leads in order to improve call quality.

Participate in the design of call monitoring formats and quality standards;

Call monitoring and provide trend analysis data & feedback to call center team leaders and managers;

Use quality monitoring data management system to compile and track performance at team and individual level;

Monitor customer care social media and email responses to customers and ways of improving the responses

Participate in customer and client listening programs to identify customer needs and expectations;

Be proactive and answer team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance;

Maintain a positive, empathetic, and professional attitude toward customers at all times;

Deliver weekly/monthly coaching feedback to agents- One on one sessions;

Conduct and evaluate customer feedback surveys;

Prepare and analyze internal and external quality reports for management staff review; and

Improve the current Sun Cultures Net Promoters Score by ensuring a high customer satisfaction rate