Quality Analyst

Responsibilities

• Develop and maintain quality objectives and measures for the effectiveness of sales and service in line with best practices
• Setup management-approved key metrics and monitor performance on each metric
• Ensure continuous improvements on the evaluation metrics
• Compile and present reports on performance metrics to management, highlighting areas of success and areas needing improvement
• Report on performance on key metrics to management satisfaction
• Manage the system configuration for monitoring performance on defined metrics (scorecards, dashboards, and reports)
• Sales and customer support 30%
• Continuously measure the quality of voice calls, video calls, live chat, email, and text messages
• Interpret QA scorecard results and advise on midcourse corrections and/ or improvements
• Listen to live or recorded calls to evaluate sales and customer service agents  performance
• Assess calls based on predefined quality criteria, such as adherence to scripts, professionalism, accuracy, and customer satisfaction
• Assist with enhancing and encouraging a culture of excellent customer service
• Evaluate whether agents action inbound sales calls according to applicable procedure(s)
• Evaluate whether agents are equipped to assist customers with questions about hearing loss and hearing aid benefits
• Evaluate whether agents articulate factual and accurate information, portraying the company and brand(s) in the best way possible, ultimately driving a higher conversion rate, a lower return rate, and a high customer satisfaction and customer support rating
• Evaluate whether agents provide comprehensive troubleshooting and solve problems for customers to get the products working over either voice or video call, live chat, email or message
• Evaluate whether agents obtain and note quality information from the customers to allow for effective management of the relevant escalation
• Evaluate whether effective query escalation procedures are followed for resolving queries correctly and with discretion, resulting in efficient resolutions
• Evaluate whether agents offer our customers the best care by making appropriate call transfers, where the knowledge or skills of other team members are required

• Customer Experience 30%
• Assist with cultivating and maintaining a healthy and effective team culture
• Monitor post-engagement customer satisfaction ratings while evaluating an engagement
• Analyze customer feedback to identify areas for improvement and ensure customer satisfaction
• Interpret customer satisfaction during engagements and advise on midcourse corrections and/ or improvements
• Evaluate whether customers have a positive view of Company and B2C brands (Lexie Hearing and Go Hearing)
• Evaluate whether problems are solved as effectively and efficiently as possible
• Evaluate whether agents conduct business in a professional manner when communicating and interacting with customers to ensure customer satisfaction
• Evaluate whether agents reinforce information provided on a call with texts and/or emails
• Actively communicate with other staff members to ensure best-practice customer satisfaction
• Conduct frequent mock calls with agents
• Identify retraining requirements based on the results of the evaluations of the quality of voice calls, video calls, live chat, email and text messages
• Analyze engagement data and performance metrics to identify trends, strengths, weaknesses, and areas for improvement
• Contribute to establishing, improving and ensuring active management of teams KPI s with frequent and proactive feedback
• Evaluate individual and team performance, performing audits on communication logs, emails, and call recordings to identify areas for improvement
• Identify and notify management of possible process improvements to enhance overall efficiency and customer satisfaction
• Identify retraining requirements based on quality objectives
• Provide continuous input on improvement of the hearing hub procedures and processes
• Provide continuous input on improving the customer experience and service
• Assist with key metrics to stay relevant and are continuously improve
• Liaise with the Continuous Improvement Audiologist to maintain the list of FAQs based on…