Quality Analyst

JOB PURPOSE

The quality analyst is responsible for promoting an environment of Continuous improvement in line with MOGO call centre performance standards through monitoring and evaluating communication to and from clients (calls, emails, chats) to drive adherence to MOGO policies and compliance to standard operating procedures

KEY RESPONSIBILITIES

• Provide positive leadership, guidance, coaching and mentoring to the hard collections call center team to achieve individual, team and departmental quality (calls, emails, chats) objectives and key results. Also responsible for nurturing potential call center quality analysts.
• Promote an environment of Continuous improvement in line with MOGO call centre performance standards. Monitor and evaluate calls to drive adherence to MOGO policies and compliance to standard operating procedures through mystery calling, compliance checks, live listening in, live barging, whispering among others. Provide on-going feedback to help develop and train Agents to improve performance. Support coaching efforts of trainers and supervisors
• Conduct regular reviews and giving real-time feedback in line with the agent’s performance.
• Develop and implement special projects/initiatives. Champion the implementation of process changes and update agents as soon as these come up. Conduct call calibration sessions to ensure that all the stakeholders speak the same language. Initiating and tracking QA corrective action requests and liaising with key stakeholders for alignment and buy-in.
• Support team leaders on real time Queue monitoring and managing floor productivity in cases of shrinkage.
• Organize and support, inform new hire classes on quality processes. Oversee the cross training and up training of Agents.
• Review and interprete historical reports and provide stakeholders with feedback for improvement in business operations. Supervise Agent /reports of trends and observations to ensure Customer satisfaction.  

• The applicant for the role of quality analyst should at least hold a bachelor's degree of any discipline from a recognized University
• A minimum of 8 Months in Call Centre
• Excellent knowledge of the quality analyst role
• Excellent leadership capability, high level of confidence and ability to establish communication with others. Ability to handle refresher and developmental trainings efficiently.
• Focus on developing and influencing others.
• Profficiency at MS Office
• Demonstrate high level of integrity, work ethics, and a proactive and positive attitude.
• Negotiation and communication skills, along with personal tenacity and the ability to drive things through to conclusion in a dynamic and challenging environment. Should be able to provide corrective feedback to agents on call.
• Customer focused with good customer care
• Excellent Interpersonal skills, problem solving and analytical skills.
• Should be self-motivated & able to demonstrate a drive for results with a professional approach.
• Proven report-writing and presentation skills.

• Salary
• Airtime and Data
• Lunch