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Quality Analyst
hace 2 semanas
Job Title: Quality Analyst
Location: Onsite in Zona Centro, Tijuana, Baja California, Mexico
Company: CyberCity Call Center
Hours: Monday to Friday from 9 AM to 6 PM
Compensation: Basic package of 5k plus bonuses.
About Us:
We are a leading call center specializing in customer service, back office, Sales and Billing. We leverage our expertise, with your contributions, to directly impact our clients’ future. We pride ourselves on utilizing cutting-edge technology and a highly skilled team to deliver excellence. Our dynamic team values collaboration, integrity, and performance. If you are passionate about driving results and thrive in a fast-paced, client-focused setting, we invite you to explore opportunities with us and make a significant difference in the lives of our customers.
About the Role:
As a Quality Analyst, you will be instrumental in upholding and enhancing the standards of our customer interactions. You will meticulously assess service quality, identify areas for improvement in agent performance, and ensure adherence to operational guidelines. Your insights will be crucial in refining our processes and elevating the overall customer experience.
**Requirements**:
- 6 months of experience in a similar capacity.
- Must be onsite in the Tijuana office.
- English Fluent, both written and verbal.
- Types 35 words per minute.
- High level of work ethic, professionalism, punctuality, and reliability.
- Proficient in using computers, CRM software, and other relevant tools.
- Ability to adapt to changing priorities and processes.
- Capable of working independently and as part of a team.
- Meticulous attention to detail, and accuracy while multitasking.
- Ability to handle confidential information with integrity.
- Stays current with industry trends and advancement.
- Effective time-management and organizational skills.
- Excellent analytical and problem-solving skills.
- Charismatic and influential leadership abilities.
Key Responsibilities:
- Driven by performance metrics and personal goals, and motivated to continuously improve and succeed.
- Conduct thorough quality evaluations of customer interactions, including call calibrations and quality assessments.
- Assess agent soft skills, communication effectiveness, and adherence to best practices.
- Verify the validity and accuracy of call transfers and ensure appropriate disposition usage.
- Identify trends and provide actionable feedback to agents and management for continuous improvement.
- Contribute to the development and refinement of quality assurance standards and training materials.
- Analyze performance metrics to pinpoint areas for enhanced customer satisfaction and operational efficiency.
What We Offer:
- Competitive salary and benefits package.
- Opportunities for professional development and career growth.
- A supportive and collaborative work environment.
- Comprehensive training on document retrieval processes and relevant regulations.
- The chance to be part of a vital service supporting legal and medical professionals.
**Job Types**: Full-time, Commission, Permanent
Pay: $22,000.00 - $27,000.00 per month
Ability to commute/relocate:
- 22000, Zona Centro, B.C.: Reliably commute or planning to relocate before starting work (required)
**Experience**:
- Call Center Quality Analyst: 1 year (preferred)
**Language**:
- English Fluent (required)
Work Location: In person
