Quality Assessor at Sun King (Formerly Greenlight Planet)

Reporting to: Quality Assurance and Training Officer

The Role: 

Quality assurance assessor is responsible for evaluating accuracy and quality of customer care team across various platforms – call center, ,system processes , social media, online chat. The QA will monitor inbound and outbound call, email responses, chat transcripts to assess team demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. Assists in developing, creating and implementing customer care quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer’s experience. QA analyst reports to the Customer Service Manager. 

Job brief

• Maintain and develop internal support and call center quality standards;
• Review a subset of customer service agents’ conversations (calls, Social media responses , etc)
• Assess call centre call and systems interactions based on internal standards;
• Accompany evaluations with meaningful and constructive feedback;

• Discuss and explain feedback with agents in regular meetings;
• Analyze all customer service metrics (e.g. FCR, AHT ,CSAT , NPS) and how the support team’s performance affects those KPIs;
• Create strategies to improve support KPIs;
• Help agents improve their performance with specific instructions and constant support;
• Map the need for training and onboarding programs and initiate these projects;
• Monitor customer service performance on the agent and team level;
• Create reports that reflect customer service support performance;
• Participate in calibration sessions to maintain consistency in internal evaluations;
• Contribute to the team culture in a positive manner
• Provides feedback to customer care managers
• Prepares and analyzes internal and external quality reports for management staff review
• Perform other duties as assigned

Job Qualifications

• Bachelor 's Degree
• Excellent people skills and ability to work with large group of team members, 100+
• 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
• Must adapt well to change and successfully set and adjust priorities as needed
• Must be proficient with Microsoft Office (intermediate Word, basic Excel)
• Good organizational skills, knowledgeable in goal-setting practices;
• Examples of data visualization abilities and understanding of support metrics;
• Perception of basic business metrics and how support impacts those;
• Problem-solving capabilities to create meaningful strategies to improve Customer service quality