TITLE: Quality Analyst
Roles and Responsibilities:
- Participate in the design of quality control models of service channels and quality standards.
- Monitor calls/visits/emails and provide data to the management team.
- Use QC/paper system to assemble and track performance for call center teams and improve performance.
- Participate in customer listening programs to identify needs and expectations.
- Provide actionable religions for various internal support groups as needed.
- Coordinate calibration sessions for the Centre's staff.
- Provide feedback to the leaders of the call center and management teams.
- Preparation and analysis of internal and external quality reports to review the Department's relevant staff.
- Conduct quality training sessions with various members of the contact center team.
- Other duties as assigned
Qualifications
- Outstanding communication and personal skills
- Experience in quality assurance in a call center/customer service environment (preferably)
- Knowledge of relevant customer relations management practices/systems.
- Experience in a federal government entity of at least two years.
