Berry Consultants jobs - BPO Quality Analyst

Job Description:
Uses quality monitoring data management system to compile and track performance at team and individual level. Performs monitors of customer care email responses.Participates in customer and client listening programs to identify customer needs and expectations.Coordinates and facilitates call calibration sessions for call centre staff.Provides feedback to call centre team leaders and managers.Prepares and analyzes internal and external quality reports for management staff review.Perform other duties as assigned.
KNOWLEDGE, SKILL SET & QUALIFICATIONS REQUIRED
2-3 years Call Center ExperienceBachelor Degree a plus, 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.Solid time management skills.Must be able to effectively deal with people at all levels inside and outside of the Company.Creative ability & writing proficiency.Ability to multitask and successfully operate in a fast-paced, team environment.Must adapt well to change and successfully set and adjust priorities as needed.Must be proficient with Microsoft Office (intermediate Word, basic Excel); Shift timing – 8.30 PM-5.30AMll centre staff.Provides feedback to call centre team leaders and managers.Prepares and analyzes internal and external quality reports for management staff review.Perform other duties as assigned.