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QA Analyst (Inbound & Outbound Calls)

1.00 to 10.00 Years   Islamabad, Pakistan   06 May, 2024
ATSG
1 Jobs Openings
Job LocationIslamabad, Pakistan
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther Business Support Services
Functional AreaNot Mentioned

Job Description

About the job QA Analyst (Inbound & Outbound Calls)JOB DESCRIPTION:Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our global service desk support agents. The QA Analyst will monitor inbound and outbound call, email and chat responses to assess the associates demeanor, technical accuracy, customer service performance, and adherence to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training and support materials as needed to enhance the overall experience of ATSGs clients.

  • Participates in monitoring of phone, email, and chat client contacts and ensuring quality standards.
  • Uses quality monitoring scorecards to compile and track performance of team members.
  • Adapts to process changes identified based on client needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Participates in call calibration sessions for service desk staff.
  • Provides feedback to global service desk team leaders and managers.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Performs other duties as assigned.
KNOWLEDGE, SKILL SET & QUALIFICATIONS REQUIRED
  • Bachelors degree a plus
  • Excellent verbal, written and interpersonal communication skills;
  • Outstanding customer service skills and dedication to providing exceptional customer care;
  • Must be self-motivator and self-starter;
  • Focus on quality and customer service;
  • Exceptional listening and analytical skills;
  • Excellent time management skills;
  • Must be able to effectively interact with people at all levels within the organization;
  • Must be proficient in following technical processes and documentation;
  • Ability to multitask and successfully operate in a fast paced, team environment;
  • Must adapt well to change and successfully set and adjust priorities as needed;
  • Must be proficient with Microsoft Office and Excel
  • Experience using Service Now as an ITSM platform is a plus;
Note: Third Shift (Remote)

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