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Call Centre Quality Analyst

Do you believe in readily embracing change, and learning new technologies in an agile and results-oriented working environment? Then we just might have an opportunity for you. We are N-able, a technology solutions company that creates enhanced value, through meaningful business outcomes, for our customers and stakeholders, in the Telecom, Banking and Financial, Public, and Enterprise sectors. N-able was founded in 2008, with a vision to disrupt and transform age-old industries, and to be radical in using technology to ‘do better business’. Today, with a turnover of more than USD 20 million, our 200-plus team of skilled professionals have been responsible for successfully delivering several transformational technology projects the country has seen to date. People are the heart and soul of N-able. people know that our work is ultimately to better serve our customers, which takes sheer skill, commitment, and cross-collaborative teamwork. Which is why we look for individuals with a willingness to learn, share and to adapt, to join our team.

The Person we are looking for

The key role of call center quality assurance is ensuring that the call center associates to provide quality service in line with the organizational objectives. Optimized quality assurance increases call center associate’s efficiency through behavior modification, enhanced quality service to customers and improved close rates. It is important to have a robust quality assurance program, creating a team of analysts and understanding their roles and responsibilities. The QA will monitor inbound and outbound calls and emails responses to assess associate’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

Responsibilities

·  Participates in design of call monitoring formats and quality standards.

·  Performs call monitoring, routine call calibration sessions and provide required training and coaching sessions.

·  Uses quality monitoring system(CRM) to compile and track performance at team and individual level.

·  Perform and monitor quality of call center email responses.

·  Conduct weekly/monthly reviews/meetings with client QA team and identify client requirements.

·   Provides actionable data to various internal & external support groups as needed.

·   Provides feedback to call center team leaders and managers.

·   Prepares and analyses internal and external quality reports for management staff review.

·   Perform other duties as assigned by the management of the call center.

·   Driving innovation and optimizing processes of the call center.

·   Compliance monitoring and keeping track of the key industry trends.

·   Developing evaluation programs.

·   Improving overall contact center efficiency.

What we require

Knowledge & Skills

·   Excellent verbal, written and interpersonal communication skills in English language.

·   Outstanding customer service skills and dedication to providing exceptional customer care

·   Must be self-motivator and self-starter

·   Focus on quality and customer service

·   Exceptional listening and analytical skills

·   Solid time management skills

·    Must be able to effectively deal with people at all levels inside and outside of the Company

·    Creative ability & writing proficiency

·    Ability to multitask and successfully operate in a fast paced, team environment

·    Must adapt well to change and successfully set and adjust priorities as needed

·    Must be proficient with Microsoft Office (intermediate Word, basic Excel)

 

Qualification & Experience

·   Minimum experience of 2 years as a Quality Analyst (QA) in Call Centre/BPO

·   Bachelor’s degree/Diploma in Business Management or related discipline would be an added advantage

Our Offer

Do you believe in readily embracing change, and learning new technologies in an agile and results-oriented working environment? Then we just might have an opportunity for you. We are N-able, a technology solutions company that creates enhanced value, through meaningful business outcomes, for our customers and stakeholders, in the Telecom, Banking and Financial, Public, and Enterprise sectors. N-able was founded in 2008, with a vision to disrupt and transform age-old industries, and to be radical in using technology to ‘do better business’. Today, with a turnover of more than USD 20 million, our 200-plus team of skilled professionals have been responsible for successfully delivering several transformational technology projects the country has seen to date. People are the heart and soul of N-able. people know that our work is ultimately to better serve our customers, which takes sheer skill, commitment, and cross-collaborative teamwork. Which is why we look for individuals with a willingness to learn, share and to adapt, to join our team.

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