Thumbs-Up                                        POSITION DESCRIPTION       

Telemarketing Inc.

                                                                                                       

                                                                                                        FLSA:                   Non-Exempt

                                                                                                        Last Update:       03/05

 

 

Position Title:     Quality Analyst

Job Code:           

Reports To:         Supervisor

Direct Reports:

Indirect Reports: none

 

Overall Purpose and Main Objectives:

 

Support the contact center operation through monitoring telephone contacts, documenting the interaction, and providing coaching and feedback to TSRs.

 

Provide the highest level of customer service and/or sales support by processing and/or resolving both simple and complex customer calls, supporting TSRs, supervisors and mentoring new hires.

 

Requires prior Company knowledge and job experience to monitor and coach sales and customer service-related telephone interactions.

 

Essential Duties and Responsibilities:

 

Quality Monitoring 45%*

 

Perform silent and side-by-side monitoring

·         Perform the number of quality monitoring sessions to ensure compliance with Thumbs-Up quality processes, client expectations, and contractual obligations

·         Provide immediate performance feedback to the TSRs based on the quality standards established by Thumbs-Up and our clients

·         Document TSR quality metrics according to the Thumbs-Up quality process

 

People Development 5%*

 

Mentors new hires to the team                                                       

·         Serve as a resource to the team in the efficient use of Thumbs-Up technology, phone usage, and call handling best practices

·         Serve as a mentor to the new hires and coach them as necessary

 

Assist Supervisor(s), Assistant Supervisor(s) and Representatives

·         Serve as a backup resource for representatives when Supervisors(s) and Assistant Supervisor(s) are unable to assist staff, field questions and/or walk the floor

·         Serve as a point of escalation for procedural and technical issues

·         Coach representatives regarding how to effectively resolve the issue(s)

·         Serve as the primary answer point for call handling representative questions (e.g. unable to find information, unsure how to handle a situation, etc.)

·         Provide informal coaching to representatives

 

(cont.)

 

Operations Management 45%

 

Responsible for responding to simple and complex calls within current turnaround standards

·         Actively listens to each caller’s requests and summarizes what is needed.

·         Refer to appropriate rules/guidelines in manuals if necessary, to provide accurate information and assure consistent service and sales.

·         Provide answers to the caller’s program or campaign specific questions.

·         Communicates with others as needed to resolve issues for a caller.

·         Responsible for monitoring calls that could not be resolved at the initial contact.  May require contact with other internal or external entities to assure all calls are handled to completion.

·         Handle complex policy, program, or campaign changes or complaint issues referred by others.

·         Mentor and trains other TSRs in customer service and sales skills and techniques.

·         Review and approves sales completed by other TSRs. (program specific, e.g. verification)

·         Answer questions from other TSRs as to how to handle complex or unusual calls.

·         Counsel on how to enter information or get through the SER system (dialer).

 

Provide excellent customer service and sales support to both new and existing customers by:        

·         Consistently meet or exceeds established productivity, schedule adherence, and quality standards      

·         Quickly and accurately identifying and assessing individual customer needs and taking appropriate action steps to satisfy those needs  

·         Solve problems systematically, using sound business judgment, and follow through on commitments

·         Establish rapport over the phone quickly, and remain positive and upbeat over prolonged periods of customer service or sales

·         Communicate unpleasant or negative information in a tactful manner

·         Be flexible, adjust quickly, and react positively to change·        

 

Administration 2%

 

Perform administrative duties

·         Manage and respond to email and voicemail inquires

·         Provide “dialer” report information to the Management Team (e.g. director, manager, team leader, training and/or quality)

 

Special Projects 3%

 

Participates in strategic initiatives to enhance current and future operations

·         Ensure individuals and team(s) support and adhere to all improvement initiatives

·         Provide Subject Matter Expertise

 

Participate in projects to enhance and improve:

·         Efficiency, effectiveness, customer relationship management and people in the Call Center

·         New or existing contact center applications and technologies

·         Current and/or future training curriculum and delivery

·         Compliance to quality standards and operational policies/procedures

 

*Time allocation may vary based on attrition and shifts (e.g., evenings and weekend typically have a higher new hire rate, which may allocate more of their time to mentoring associates)

 

 

 

 

(cont.)

 

Required Knowledge and Experience:

 

Fully Qualified:       

 

Pre-Requisites

·         Prior experience Customer Service and Sales telemarketing to acquire the depth of knowledge and skills required to perform at this level

·         Must have mastered proficiencies of a TSR                             

·         High school diploma or equivalent

·         Customer service and/or sales background                              

·         Experience with MS Office products (e.g. Word, Excel) a plus

·         Ability to meet production and quality goals

·         Business or specialized skills usually acquired through professional or technical training. 

·         Broad or in-depth knowledge of a specific field is required

·         Internal candidates must be meeting or exceeding project/campaign goals

·         Internal candidates must not be under any disciplinary probations or associated performance improvement plans

 

Critical Success Factors·                                                              

·         Team player

·         Attention to detail 

·         Organizational skills                                                              

·         Problem solving skills                                                            

·         Effective communication skills (verbal and written)·                   

·         Ability to work independently and make sound decisions in a fast paced environment

·         Ability to transfer knowledge to peers·                                     

·         Ability to mentor   

·         Quality Assurance

·         Project skills   

·         Interpersonal skills                                                                

·         Presentation skills

·         Flexibility in following a schedule provided by Operations Management

 

Physical Requirements:

 

Physical demands such as confinement at workstation, irregular hours including holidays.