Contact Center Quality Assurance Specialist: Purpose of the Job
The Contact Center Quality Assurance Specialist plays a crucial role in ensuring exceptional customer service delivery across various channels, which may include voice, live chat, email, and social media. The primary purpose of this role is to monitor, assess, and improve the quality of interactions between contact center agents and customers. By identifying areas of improvement and providing actionable feedback, the Quality Assurance Specialist helps drive customer satisfaction, enhance agent performance, and maintain high service standards.
Core Duties and Responsibilities
Conduct Quality Assurance Evaluations: Perform thorough and objective evaluations of customer interactions (calls, chat sessions, and emails) based on predetermined quality metrics and guidelines.
Monitor Service Levels: Continuously monitor service levels to identify trends and patterns that impact the overall customer experience, ensuring adherence to established standards and procedures.
Provide Actionable Feedback: Deliver comprehensive feedback to contact center agents and their supervisors, highlighting strengths, areas for improvement, and recommendations for enhancing customer interactions.
Develop Quality Improvement Plans: Collaborate with supervisors, team leaders,, and Learning & Development to craft individual and team-based action plans aimed at improving agent performance and customer satisfaction.
Analyze Performance Data: Utilize performance data and evaluation results to identify recurring issues, training needs, and process gaps, making recommendations for process enhancements and training initiatives.
Conduct Coaching and Training Sessions: As required, conduct one-on-one coaching sessions and group training sessions to address skill gaps, reinforce best practices, and promote continuous improvement among contact center agents.
Document Quality Findings: Maintain accurate and detailed records of evaluation scores, feedback provided, and action plans implemented, ensuring data integrity and reporting accuracy.
Stay Up-to-date with Industry Best Practices: Keep abreast of industry trends, best practices, and emerging technologies related to contact center quality assurance, leveraging this knowledge to enhance evaluation methodologies and improve overall performance.
Personal Attributes:
Attention to Detail: Strong attention to detail and the ability to identify nuances, patterns, and areas for improvement within customer interactions.
Analytical Thinking: Excellent analytical and problem-solving skills to interpret data, identify trends, and provide meaningful insights to drive quality improvements.
Communication Skills: Exceptional written and verbal communication skills to provide clear, concise, and constructive feedback to agents and stakeholders. Ability to professionally interact with people at all levels inside and outside of the Company.
Coaching and Mentoring: Ability to provide effective coaching and mentoring to contact center agents, supporting their growth and development. Thorough knowledge of key customer experience attributes and how individual frontline employee behaviors translate into Net Promoter Score / Customer Experience improvements.
Customer Focus: Deep commitment to delivering outstanding customer experiences and an understanding of customer expectations and needs.
Adaptability: Ability to adapt quickly to changing priorities and environments in a fast-paced contact center setting. Ability to multi-task and successfully operate in a fast-paced team environment.
Team Collaboration: Strong teamwork and collaboration skills to work effectively with supervisors, team leaders, and other stakeholders in implementing quality initiatives.
Time Management: Excellent time management skills to prioritize tasks, meet deadlines, and handle multiple projects simultaneously.
Technology: Be comfortable engaging with a wide range of technology, including Microsoft Office 365, Quality Assurance Tools, Call Recording Tools, Speech Analytics, and others. Must maintain a minimum of 40+ wpm typing.
Bilingual: Fluent in both English and Spanish written and verbal communication skills at a business level.
Experience
3-5 years of related industry experience, preferably executive-level coaching, adult education/training, customer experience, and/or call center management experience
5+ years of business experience
Other Considerations
Workplace – Some programs require QA Specialists to work in a shared office environment.
Virtual - Virtual programs require QA Specialists to have a suitable, secure workspace and provide their own internet service.
Targets – Requirement to meet all committed targets within a specific timeline.
Independent – Ability to work in an independent work environment with little/no direct management oversight. Must be self-motivated and a self-starter.
Note: This job description is a general overview and may be subject to change based on the specific requirements of the organization and role.
Sharon Oatway is the President & Chief Experience Officer of VereQuest. VereQuest's goal is to help organizations keep the promises they make to customers and employees alike. Our third-party, quality monitoring service pairs VereQuest’s highly-skilled Customer Insight Specialists with our proprietary quality monitoring technology VQ Online™ to capture the level of detail you need to understand the experiences customers have when interacting with your call center agents — across all of your channels (calls, email, chat, video, etc.). The result is specific, actionable coaching insight that lifts and sustains performance. The VereQuest Check-Up™ e-learning program is customizable e-learning for service, sales, and chat/email agents and the Coaches who support them. SCORM-compliant modules enable you to host your learning on your own LMS (or ours). Importantly, you pay no individual learner fees. Get in touch with us today for a no-obligation demonstration and test run of our high-quality quality monitoring and e-learning at info@verequest.com
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