Senior Quality Analyst

Job Description:

• Monitor agent performance against quality standards to insure service delivery, customer experience and customer satisfaction levels are met, along with leading the customer experience strategy. Own and govern the end to end quality assurance process across all stages of the business.

What kind of work will you be doing(Domain - Job skill requirement)

• Review and audit CRM entries, telephone / email / chat interactions and customer surveys to identify areas of service delivery that did not meet pre-established performance standards. Investigate the supporting files.
• Monitoring, coaching and feedback - responsible for delivery of the defined customer experience in every call.
• Identify areas of service improvements and develop programs that improve the overall quality and customer satisfaction levels.
• Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
• Coach and develop team members to be resilient in the face of challenges and setbacks and help them distinguish between what s relevant to make sense of complex situations.
• Provide structured and timely feedback / recommendations; actionable feedback (verbal and/or written) to the rep and/or management to improve individual and team performance.
• Implementation and effective usage of different QC Tools, best practices, and procedures.
• Monitor and device plans to improve CSAT / NPS.
• Monitor employee quality records; track and report on outcomes.
• Conduct and drive root cause analysis insights to improve cross-functional service processes.
• Drive operational excellence & process change management.
• Partner with the learning function, operations and clients to share actionable insights, develop and govern plans for performance improvement goals and development of training programs.
• Determine readiness of new hires post-training.
• Analyze and report service quality trends.
• Participate in calibration sessions.
• Assist training and operations team in reviewing training and knowledge base materials.
• Assist in defining audit framework and process for new workflows.
• Assist in drafting quality assurance policies and procedures.
• Design and execute strong governance plans to communicate with the internal customers, stakeholders and clients to gain information, feedback and approval.
• Ensure ongoing compliance with quality and industry regulatory requirements.
• Develop and maintain a deep understanding of our Marketing Solutions product portfolio and industry knowledge to be able to guide your team through difficult customer engagements
• Develop and implement best practices and key metrics for your team to provide world class new customer education and onboarding.
• Partner closely with LinkedIn POCs to align goals and incentives for the overall health of the business.
• Identify areas of opportunities in our services and contribute to the development of systems, tools, and processes to realize those opportunities.
• Influence product enhancements, collaborating closely with marketing, product, and other cross-functional teams.

What will you need to succeed

• Excellent communication (written & Verbal).
• Coaching.
• Have worked as a Sales QA for the last 2 years.
• Hands on exposure of B2B sales programs.
• Performance Management.
• Call & Transaction Audits.
• QA Tools.
• MS Office.
• Google Suite.

Qualifications:

• 6+ years of professional experience.
• 2+ years of work experience as Quality Coach / Analyst.
• Excellent communication and interpersonal skills.
• Experience in sales,, account management, customer success, marketing, or consulting.
• Proven communication skills across multiple channels (e.g., virtual meetings, phone, and email).
• Experience building relationships with key influencers and decision-makers.
• Lean / Six Sigma Green Belt certified.
• Proven ability to work in a fast-paced dynamic environment.
• Proven ability to navigate changes.
• Knowledge of analytics systems and tools to enhance the quality of delivery to the business.
• Experience in data management and monitoring tools and processes.
• Proven track record in setting up quality processes.