High-quality customer service is now a common customer demand, which means more and more companies are shifting towards adopting new practices that will allow them to provide consistent customer experience with high customer satisfaction levels. Thus, the job of contact center quality analyst (QA) is becoming popular, which means it is important to know more about contact center quality analyst job description and requirements.
What are the quality analyst call center job responsibilities? How to hire an effective quality analyst call center specialist? How can call center quality assurance program help in providing positive customer experience and continuous improvement of contact center agents performance?
Roles of Analysts for Contact Center Quality Assurance
The main responsibility of a contact center quality analyst is to ensure the compliance of agent performance with internal service standards and expected customer satisfaction levels to make sure that there will be no customer churn or customer complaints because of customer service quality issues caused by poor agent performance.
Call center quality analyst job requirements may differ from a call center to a call center, yet the most important part of their work is to ensure qualitative work of call center agents in terms of providing customer service.
Therefore, there is a list of must-have skills for call center QAs to have. This includes communication skills, conflict resolution skills, ability to work with huge quantities of data, attention to details, analytical skills, and so on. In some cases, call center QAs are also responsible for managing customer experience and surveying customers directly.
Let’s look precisely at call center QA responsibilities.
1. Monitoring calls
Working with live calls is one of the most important job responsibilities of a call center QA specialist, which means listening to ongoing calls in order to make sure that agents are handling customer requests in accordance with company’s service standards.
Quality analysts can listen to calls in three different ways: to recorded calls, to ongoing calls incognito, or to ongoing calls with an option to advise agents in order to help them improve their performance.
When the imperfection or agent mistake is detected, call center QA specialists can decide how to resolve the issue: provide agents with proper training, work on gaining new skills, etc. Nevertheless, it won’t be their responsibility: call center quality analysts have to discover the problem, find the root cause, provide resolution options and communicate it with the team leaders or contact center managers for further business process improvement.
2. Assess agent performance
Call center agents are the frontline workers, and they are also the ones who face customer complaints and issues on a daily basis, thus customer experience and opinion on your brand depends on agent performance only.
Thus, even small issues with agent performance may cost you real customers who will be frustrated with the quality of service, and the only way to avoid it is to help agents provide stable quality service.
Therefore, call center quality analysts have to work with huge amount of data regarding agent performance, including key customer service metrics provided either by the software analytical modules, or calculated manually by collecting customer feedback. This data is used for further analysis and evaluation of agent performance and discovering effective ways to improve this performance through providing constructive feedback, calibration sessions, coaching sessions and agent training.
Data analysis doesn’t rely only on absolute quantities and precise metrics, but also on highly subjective data, such as customer sentiment, soft skills shown by the agent, courtesy, etc. Quality analysts have to work with this data accurately to identify even the smallest negative trends and eliminate them before the harm becomes too huge to be ignored.
3. Monitoring trends
Call center quality analysts have to monitor agent performance not only in a certain moment, but throughout long periods of time to make sure that agents are performing well on distance.
Monitoring trends in agent performance will also give you a big picture of internal processes in the team and help to adapt your training strategy in order to achieve business goals and objectives faster. In this case, quality analysts are the specialists who can provide you with detailed data about agent performance and forecast trends so that you can react to any issues.
4. Technological responsibilities
. Call center QA specialists are also people who are responsible for adopting new technological solutions for quality assurance and providing new options to improve the quality and efficiency of quality assessment in your call center, especially in the fields of automation of quality assurance process and improvement of agent performance.
QA specialists are also responsible for measuring customer satisfaction and customer experience overall, which means they can provide you with solutions that will make customer experience management easier and automated in order to improve customer retention.
There are plenty of solutions that help to get deeper insights into customer behavior and customer experience, such as AI-driven customer sentiment analysis which will make this complex task almost totally automated.
The same it relates to speech recognition software which doesn’t only work greate as a self-service tool, but also can be used for customer sentiment analysis – one of the biggest trends in modern customer experience software.
5. Rival Call Center Assessment
A skilled quality evaluator from a reputable firm such as Call Metrics will impartially assess your company in comparison to your competitors. They offer an objective means to gauge your company’s strengths and weaknesses against market rivals. Once the primary competitor is pinpointed, the call center QA will establish a competitive analysis regimen and maintain regular communication with you. A well-structured competitive analysis program can position your business ahead of competitors, making your contact center a standout in the market.
6. Development of Evaluation Strategies
Tailored to your company’s goals, a team specializing in quality management and development may select the most suitable performance metrics for analysis. They might opt to track the frequency of agents using customer names (a tactic to enhance personalization), or compare agent performance against standard call scripts. In either case, the quality analyst should pinpoint the most effective method for evaluating performance.
From the outlined tasks, it’s evident that a quality analyst’s primary duties involve assessing and scoring agent-customer interactions to pinpoint behaviors driving sales and enhancing customer experiences. These roles yield substantial benefits for your business:
- Mitigation of business risks
- Enhancement of overall contact center performance
- Elevating the quality of calls, voice interactions, and emails handled by agents
- Continuous refinement of contact center processes, both internal and external
- Reduction in agent turnover rates
- Identification of potential risk areas within the business
- Tackling potential customer interaction issues
- Boost in customer satisfaction levels and increased sales closures
Conclusion
In today’s fiercely competitive market, engaging an expert to evaluate and analyze your center’s adherence to quality standards is crucial for achieving flawless customer experiences and eliminating shortcomings. That’s where Call Metrics steps in – to ensure the job is done right. Reach out today for top-notch call center quality assurance services. Discover how we can significantly enhance your call center and agent performance using unparalleled expertise and cutting-edge technologies to ensure compliance and customer delight.