About Us:
Silvermine Group helps companies bring offline processes online, saving time and money. We
bring modern internet software to main streets across America. Since our founding over a
decade ago in Wilton, Connecticut, we have empowered our employees to make decisions that
serve our customers interests first. Silvermine Group is a 14-year-old SaaS Company that & building E-commerce, SaaS companies in the cloud for the US market.
Learn more about us. Please find the URLs below for your reference
Software Product offering from Silvermine Group eform2290
Company URL: https://www.silverminegroup.com/
Job Summary:
The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions in a call center. This role involves analyzing calls, providing feedback to agents, identifying trends, and collaborating with teams to enhance overall customer satisfaction and operational efficiency.
Key Responsibilities:
1)Call Monitoring and Evaluation
- Monitor live or recorded calls to evaluate agent performance against quality standards.
- Assess agent adherence to scripts, protocols, and company policies.
- Evaluate the accuracy, professionalism, empathy, and resolution provided during calls.
2)Feedback and Coaching
- Provide constructive feedback to agents based on quality assessments.
- Collaborate with team leaders and trainers to address performance gaps and training needs.
- Conduct one-on-one coaching sessions to help agents improve their skills.
3)Reporting and Analysis
- Prepare detailed reports on quality metrics, trends, and areas of improvement.
- Track agent performance over time and provide actionable insights to management.
- Identify recurring issues and recommend process improvements.
4)Compliance and Standards
- Ensure that all customer interactions comply with company policies, industry standards,
- and regulatory requirements.
- Monitor for potential risks and escalate compliance concerns promptly.
- Continuous Improvement
- Participate in the development of quality guidelines and standards.
- Suggest enhancements to call scripts, processes, and tools to improve customer satisfaction and efficiency.
- Stay updated on industry best practices and emerging trends in customer support.
Qualifications and Skills:
- Bachelor's degree is mandatory.
- 2+ years of experience in quality analyst role in a call center.
- Proficiency in quality monitoring tools and CRM systems.
- Strong analytical and reporting skills, with knowledge of MS Excel, Google Sheets, or equivalent.
- Excellent communication and interpersonal skills.
- Strong attention to detail and analytical mindset.
- Ability to provide constructive feedback and motivate team members.
- Time management and multitasking skills.
