Quality Control Department
Quality analysts are those men whose work is always unseen by the customers, but this doesn’t mean that their work does not matter. What’s more, they are maybe the people whose work creates 50% of the customer service customers get.
So what are the main job requirements for quality analysts? What are the skills quality analysts should have? What are the duties and responsibilities of quality analysts in a call center?
Let us find out.
Quality analysts: duties and responsibilities
- Conducting and analyzing customer surveys to find out what problems customers face, at what stage of customer journey do these problems occur, and what is the most effective way to eliminate those problems.
- Regular monitoring of agent performance, and providing quality assurance procedures with agents to find out whether agents are meeting service level agreement’s requirements or not.
- Design and implementation of quality assessment scorecards.
- Regular measuring of customer satisfaction levels and overall quality of customer experience to discover improvement areas and main problems to solve.
- Providing training and coaching for new and current employees regarding customer service quality standards.
- Involvement in customer issues resolution processes if necessary.
- Regular analysis and monitoring of current customer service trends and patterns.
- Analysis and further use of customer feedback data.
Quality analysts: skills
- Communication skills. Quality analysts should know how to communicate with people, especially with agents to get comprehensive answers to their questions. Also, quality analysts have to know how to ask people in the right way to get the right answer.
- Attention to details. Work of quality analysts is totally focused on data and its analysis. Quality analysts should be accurate enough to never ignore or lose any aspect of the issue from their sight.
- Ability to process huge amounts of data. As we have already mentioned, quality analysts work with enormous amounts of data, which means they have to know how to keep themselves focused.
- Ability to do routine work. Quality analysts often do the same things again and again, because this is the purpose of their job. Stress resistance and the ability to never lose concentration is a key skill for a quality analyst.
Quality analysts: job requirements
Education. In most cases, the minimum requirement is a high school diploma, but some employers prefer candidates with bachelor’s degrees in related fields.
Training and experience. This position requires both on-the-work and off-the-work training especially if you take into account that this position often does not require any experience.
Certification and qualifications. Even though any qualifications or certifications are not required, they can become a winning advantage over competitors for some candidates.