Quality Monitoring Feedback Analyst

Job description

Use data from call observations to create quality improvement action plans and drive projects working with team. Report findings from complaints and call monitoring to the client, internal and vendor teams. Make recommendations on quality initiatives.

MAIN ACTIVITIES / TASKS:

· Auditing calls against the company standard.
· To provide every aspect of audit quality, from feedback, re-auditing as required and root cause analysis.
· Prepare a list of deviations for correction and verify corrections as per established company standard.
· Develop, monitor and track QA data and process improvements.
· Ensure compliance of QA controls with the company's best practices and standards.
· Draft communications according to content required that reader finds clear, concise and professional.
· Calibrate with the Team Leads for performance enhancements of the least performing agents
· Coordinate with client ( DM's, TM's and RM's) and other Quality team members to obtain content for agent communications ( Calibration Sessions )
· Identify specific information that needs to be communicated to the agent either through training, meetings and coaching within a given time frame. This activity will performed in conjunction with the Training department.
· Coaching with agents as and when required.
· Maintain and develop a deep understanding of the various critical processes in the different business units by performing the agent functions, e.g. taking calls, processing applications, etc.
· Maintain end-to-end process knowledge for all processes in QA scope
· Ensure changes to processes are communicated to training team to be included in future training sessions
· Provide input that will initiate changes to improve agent processes and the overall customer experience
· Special Projects assigned by Manager/Supervisor, e.g. POH, long talk times.
· Provide live coaching to address issues that maybe impacting agent effectiveness and/or the overall customer experience

COMPETENCES AND EXPERIENCE:

· Complete knowledge of products, processes and technology
· Strong communication skills-written and oral
· Strong analytical skills and learning ability
· Strong computer literacy and MS Office skills
· Pays attention to detail
· Quality assurance exposure/experience

EDUCATION:

· 24-30 Months Formal or Practical Training
· Grade 12
· FAIS (Financial Advisory and Intermediary Services Act) accredited with 120 credits and must have passed the regulatory exams.

ADDITIONAL REQUIREMENTS:

· Candidate must be ‘fit and proper' as defined by FAIS Act

Desired profile

EDUCATION:

·  24-30 Months Formal or Practical Training
·  Grade 12
·  FAIS (Financial Advisory and Intermediary Services Act) accredited with 120 credits and must have passed the regulatory exams.

ADDITIONAL REQUIREMENTS:

·  Candidate must be ‘fit and proper' as defined by FAIS Act