Urgently In Need For Quality Analyst

Responsibilities:
Participates in customer and client listening programs to identify customer needs and expectations.
Coordinates and facilitates call calibration sessions for call center staff.
Prepares and analyzes internal and external quality reports for management staff review.
Communicate quantitative and qualitative findings from test results to the development team
Provides actionable data to various internal support groups as needed.
Provides feedback to call center team leaders and managers.
Performs monitors of customer care email responses.
Performs call monitoring and provides trend data to the site management team.
Perform other duties as assigned.
Uses quality monitoring data management system to compile and track performance at team andindividual level.

Qualifications:
Bachelor's degree or College level
Have at least 3 to 5 years of related experience as a Quality Analyst
Focus on quality and customer service;
Keen attention to detail
Must be able to effectively deal with people at all levels inside and outside of the Company;
Strong analytical and problem-solving skills
Excellent verbal and written communication skills
Creative and innovative thinker
Diligent and meticulous
Outstanding customer service skills and dedication to providing exceptional customer care;
Knowledge of a broad range of software applications and of hardware and network
Must be proficient with Microsoft Office (intermediate Word, basic Excel);