• QA Data Analyst

    Location Georgetown - Guyana
    Job ID 2018-1048
    Category
    Customer Service/Support
  • Overview

    Do you have a keen eye for detail? Do you have exceptional communication and customer service skills?

     

    Then join us! We are looking for a QA DATA ANALYST who can join our growing team.

     

    As a QA Data Analyst at Emerge, you’ll be responsible for ensuring the accuracy of information and quality of delivery by monitoring customer transactions through inbound and outbound call and email responses. You will also assist in developing call center processes and procedures as needed.

    Responsibilities

    • Develop evaluation programs that enhance the call center’s output through root cause analysis.
    • Provide feedback to representatives by monitoring calls, monitoring feedback for external vendor programs and conducting monthly help sessions.
    • Evaluate representatives by providing quality ratings, identifying training needs, developing training programs and conducting training.
    • Direct quality initiatives by requiring adherence to quality assurance policies and procedures, developing new models and implementing changes.
    • Analyze and submit trend report data from audits.
    • Prepare and analyze internal and external quality reports for management’s review.
    • Provide actionable data to various internal support groups as needed for the development of action plans.
    • Participate in quality calibration.

    Qualifications

    • Diploma or Degree in the Social Sciences or a relevant field
    • Minimum of one year experience in a customer service oriented environment
    • Experience implementing effective QA processes focused on driving superior customer service
    • Lean Six Sigma certification, while not required, will be an advantage
    • BPO contact center experience preferred

    Skills

    • Knowledge of customer service best practices and standards
    • Excellent verbal and written communication skills
    • Ability to multitask and successfully operate in a fast-paced team environment
    • Exceptional listening and analytical skills
    • Ability to demonstrate strong coaching, feedback and guidance competencies
    • Quality and customer service focused

    Job Type


    Full-Time Position.

     

    Compensation


    Competitive compensation offered.

     

    Workdays & Hours


    Shifts are flexible starting 8:00 AM – 10:00 PM EST*, Mon-Sun.

     

    Only shortlisted applicants will be contacted.

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