Build a quality analyst team to ensure a high-quality outcome for your business
In call center operations, it consists of different positions. One of these is the quality analyst. They are the ones who work hand in hand with the agents to make sure that the company’s standard performance, also known as the scorecard, is in line with what the agents are doing. It may be inbound, outbound, email, chat, or social media responses. They assess customer service performance and technical accuracy based on the company’s guidelines and procedures. They use a quality monitoring system to track information and provide feedback to agents, coaches, and managers. The QA analyst also provides coaching to agents through call calibration sessions.
Skills of being a great quality analyst
• Quality Analyst must have analytical approach. Since they will work on a lot of data, they must know how to recommend things based on their conclusions.
• They must keen to perception. They listened to hundreds of recordings and they must know how to take important details especially technical information from customer and agent point of view.
• Discernment is another important skill of being a quality analyst. They need to analyze the call based on the scorecards and metrics of the company. They should base all the notes, improvements and coaching for the benefit of the business.
• Quality assurance are diligent. They must have knowledge on what is happening on the business. They also need to complete certain task on time. Being a consistent quality analyst, it allows the company to position on top of opportunities ahead of their competition.
• A great quality analyst has full knowledge and familiar to all processes, values and goals of the company.
• They must have exceptional communication skills.
• They know how to empathize. They know how to position themselves as customers and as agents as well as how to provide a correct assessment on the call recording.
Roles of Quality Analyst in Call Centre
1. Call Monitoring: To make sure that agents are talking to customers in line with the set guidelines by the company, QAs monitor the calls to check and facilitate them. QA listens to calls either live, recorded or side by side and then gives feedback to agents.
2. Agent Performance Assessment: QA assesses the agent’s attitude, counsels and coaches them to lessen the negative customer experience. They also assess the agent’s communication with customers against quality standards.
3. Monitoring trends: They study what other call center companies are doing to improve customer relations. The information they will get may help the company and may become a solution if there are issues.
4. Technological responsibilities: a quality analyst identifies and implements tools that can improve internal business processes, monitors the company's overall performance, and evaluates the customer experience. Call center technology is always improving, so monitoring these is usually done by QAs, such as new software to make work easier for the business.
5. Analyzing call center competitors: identifies the strengths and weaknesses of other companies and then creates a competitive analysis program to keep the business ahead of the rest.
6. They organize and select the best and most effective metrics that the company can use to increase profits and improve agent performance.
Call centers interact with thousands of customers, and they should consistently provide good customer relations. Having a great quality analyst to guide and check the metrics will enhance the company’s customer satisfaction. You need to have a quality assurance team to make sure the business is running properly.
Have someone in your company who can assist you in improving your agents' ability to satisfy customers on a consistent basis. Contact us for more information on how.