Quality Analyst
il y a 1 jour
The Quality Analyst plays a critical role in ensuring exceptional customer satisfaction by driving service excellence across all customer interactions. This position is central to maintaining high-quality standards by monitoring calls, chats and mails, identifying areas for improvement, and fostering a culture of continuous development.
Key responsibilities:
- Conduct quality monitoring through call reviews, chat evaluations, written interaction assessments and audits.
- Lead 1-on-1 coaching sessions with advisors, providing constructive feedback and actionable improvement plans.
- Develop and follow up on action plans for advisors to improve their performance in alignment with company goals.
- Collaborate with team leaders to identify and address common service issues, knowledge gaps, and soft skill areas that need development.
- Collaborate with trainers to create personal training for each agent.
- Follow trainings to have a comprehensive understanding of all the internal processes.
- Languages : French, Dutch and English
- A Passion for Customer Service: You're dedicated to providing exceptional customer experiences.
- Ability to communicate clearly and concisely, adapting language and tone to fit the audience
- Excellent interpersonal skills, capable of delivering constructive feedback in a supportive way.
- Highly organized and able to prioritize effectively.
- Patient, empathetic, and resilient, with a commitment to supporting team members’ growth.
- Demonstrated ability to identify knowledge gaps and create targeted solutions.
- Analytical mindset to monitor and assess data related to quality and performance metrics.
- While a relevant degree is preferred, we value practical experience and a strong work ethic. If you can show is analytical capabilities, and hands-on approach, we're interested.
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