Quality Analyst- Calls

Key Responsibilities:

• Call Monitoring & Evaluation:
• Monitor, evaluate, and score inbound and outbound calls against established quality assurance metrics and standards.
• Quality Compliance:
• Ensure helpdesk executives adhere to quality standards and standard operating procedures; provide feedback and suggest improvements.
• Coaching & Training:
• Provide personalized coaching sessions, action plans, and development plans to improve call quality and team performance.
• Reporting & Analysis:
• Prepare accurate and timely reports on call quality, productivity, and other key metrics on daily, weekly, monthly, and year-to-date bases.
• Campaign Optimization:
• Assist in developing and executing test plans to ensure optimal performance of campaigns handled by donor helpdesk executives.
• Data Analysis:
• Compile and analyze statistical data to identify trends, strengthen campaign performance, and improve overall donor experience.
• Collaboration:
• Work closely with the Team Leader, demonstrating strong attention to detail, problem-solving ability, and a proactive approach.