Quality Analyst - English and Arabic Speaker(Must) - Cupola Teleservices Limited

Job Purpose

Quality Assessments involve call monitoring activities, evaluation of process adherence, and the analysis and benchmarking of individual, team, and overall performance results and trends against target contact center metrics

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• The incumbent will assess the uniformity of Quality across all levels within Contact Centre and provide recommendations for subsequent Quality Improvements
• To complete the Quality Assessments for Contact Center as per the defined process.

Span of Control:

Direct Reports: (Call Centre Agents)

Indirect Reports: (NA)

Key Results Accountabilities:

• Identify and suggest changes to predetermined quality guidelines and policies
• Develop and maintain Quality Assurance procedure documentation
• Support technical support staff identify and resolve defects
• Maintain and develop internal support and call center quality standards
• Review a subset of support agents’ conversations (calls, emails, chat, SMS)
• Accompany evaluations with meaningful and constructive feedback
• Analyze all customer service metrics (e.g. CSAT) and how the Customer Service team’s performance affects those KPIs
• Help agents improve their performance with specific instructions and constant support
• Map the need for training and on-boarding programs and initiate these projects
• Monitor customer service performance on the agent and team level
• Contribute to the team culture in a positive manner
• To provide weekly/monthly reporting for the business and each department/individual averages and to highlight specific areas needing action (with suggested improvements) in-line with QA TLs
• To provide managers with analysis /reports on trends happening across all departments as per requirement.
• To update, create and develop quality monitoring tools and scripts, identifying better and more efficient ways of doing things
• To liaise with the Team Managers, Team Leaders and Supervisor on any changes that will impact upon them or to discuss and resolve any quality or customer service related issues that they have
• To establish and implement new processes and procedures to help drive levels of Quality, including agent development plans and coaching frameworks
• Review and conduct needs analysis on all areas related to quality and recommends optimal process solutions (training and operational processes) to achieve KPI and high customer satisfaction scores in line with QA TL
• Ensure the use of call quality guidelines for all evaluations are met at all times by all members across the organization
• Ensure the production of Call Quality Reports pertaining to results and performance at various levels as per the required frequencies
• ·Ensure each and every member in the team has received feedback at all time
• 100% feedback acceptance ratio to be tracked and monitored for the team
• ·Manage all aspects of day-to-day quality team operations to ensure implementation and deployment of Call Quality standards across all levels

Critical Competencies

• Plan and coordinate quarterly Quality programs for the Contact Center team aimed at improving the overall quality and motivation of the team
• Perform internal quality audits (e.g. periodic audits of key customer-related processes to determine process control and efficiencies) and recommend changes in-line with QA TL as per requirement.
• Demonstrate mastery and comprehension of quality standards.
• Demonstrate proficiency with respect to the client-specific service process
• Identify and Escalate Process/Product/Systems/Information related concerns/issues impacting overall call quality or customer satisfaction scores
• Identify and escalate any ambiguity in information if any.
• Ensure the team is updated with all accurate and timely updates by auditing the team through mystery shopping.
• Help operation enhance performance by closely tracking and monitoring the use of hold/mute/dead-air/PCW.
• Actively participate in mystery shopping campaigns to enhance overall customer satisfaction scores of contact center
• Ideate/Innovate initiatives/drives or campaigns to improve overall call quality and customer satisfaction scores.
• Ensuring there’s an equal balance of remote and live monitoring of calls; live call monitoring to be used as a mechanism to identify real-time challenges in terms of ease of access of information, system usage
• Identify consistent outliers (low performers) within the team and recommend for coaching sessions to L&D team.
• Ensure coverage of minimum 8 hours login; 2 hours per week on handling live calls are met at all time.
• Ensure the operation team is following all current updates on call by doing a random audit on the new update, errors to ensure 100% compliance.

Communications And Working Relationships:

External: Customers.

Internal: All Departments; to include Strategic partner

In addition, current / potential Business and Technology partners

Knowledge, Skills, Experience

· Min 3+ year work experience within Contact Center operations environment or 2+ external leadership level

· Excellent Arabic and English language skills, both spoken and written, Hindi is an additional

· Excellent people skills and ability to communicate (negative) feedback

· Ability to respond and adapt to rapid change and responsibility

· Computer-literate performer with extensive software proficiency covering wide variety of applications.

· Flexible team player who thrives in environments requiring ability to effectively prioritize and juggle multiple concurrent projects.

· Innovative problem-solver who can generate workable solutions and resolve complaints.

· Excellent presentation skills

· Data management and analytics skills