The Senior Quality Analyst is responsible for monitoring, assessing, analyzing and providing feedback for agent to consumer interactions to ensure InSinkErator quality standards and expectations are met.
This position is responsible for consistent quality monitoring of contact center interactions under the guidance of scorecard measurements and KPI goals.
Completes remote and side by side monitoring of agent transactions to ensure consistency in handling and confirm adherence to lnSinkErator expectations.
Monitoring of agent responses of the US Inbound, Escalation, Commercial, Email, Social Media and Text / Chat responses
Monitors agent trends thru Oracle reporting tool and dashboards
Compiles and tracks performance at team and individual level
Coordinates and facilitates calibration sessions with the Team Leads and Racine to ensure alignment in scoring using the QA scorecard and identify performance gaps and flag training opportunities
Reporting, Feedback and Analysis
Consolidates quality monitoring results for data analysis, report outs and proposal of feedback loops.
Provides actionable data to the management team as needed
Regularly communicates monitoring results of agent successes and opportunities to Operations for coaching and / or training purposes
Presents QA analysis to POCs and local management team on Quarterly Business Reviews
Updates performance dashboards on a weekly and monthly basis
Identifying and addressing potential customer interaction issues
Keeps track of industry trends and other relevant contact center best practices
Creates and maintains standardized work procedure
Back up for the Trainer
Handles other duties as assigned
Graduate of any 4-year degree course
Minimum of 2 year experience taking US Inbound calls
Moments of Truth Training
Customer Service Skills Training
Basic to Intermediate Excel Training
Perfect Execution Training
Expert knowledge of InSinkErator Knowledgebase, processes and products;
Advanced problem-solving and analytical skills
Excellent verbal, written and interpersonal communication skills
Utilizes critical thinking to identify performance gaps and propose resolutions, conclusion and approaches to quality issues.
Delivers messages in a clear, compelling and concise manner.
Foundational knowledge and application of Contact Center operational metrics
Demonstrates proficiency with Oracle and MS Office applications
Excellent attention to detail
Outstanding active listening and analytical skills
Outstanding customer service skills and dedication to providing exceptional customer care
Displays appropriately sense of urgency to complete tasks under deadline
Solid time management skills
Ability to multi-task
Superior interpersonal skills and teamwork, collaborates and works well with others
Results oriented, flexible, organized and systematic
Self-driven and motivated; takes initiative - willing to take new instructions and work requests
Resilient and is adaptable to any change that may be implemented
Willing to work on shifting operations which may include work on weekends with scheduled day off, to support the assigned business and customers.
Willing to work overtime or on rest day over time to support manpower requirement of the operations during critical days and / or peak season.