Are you an experienced and motivated quality assurance professional who enjoys coaching and mentoring others? Do you have a passion for delivering excellent customer service and improving call center performance? If so, we have an exciting opportunity for you!

We are looking for a QA Calls Senior Analyst to join our Financial specialized Contact Center Team of different projects. As a QA Senior Analyst Mentor, you will be responsible to achieve the following objectives:

 Job description:

• Developing Evaluation Programs.
• Keeping track of the key industry trends.
• Monitoring Customer Interactions.
• Calibration Sessions.
• Utilization of Technology.
• Training and Coaching.
• Compliance Monitoring
• Driving Innovation and Optimizing Processes.

Your daily tasks include the following. 

• Monitoring and evaluating inbound and outbound calls of Contact center Team according to quality standards and guidelines.
• Providing constructive feedback and coaching to team on their call handling skills, compliance, and customer satisfaction
• Identifying areas of improvement and best practices for whole team while sharing them with the QA objectives and tips to do so
• Conducting regular training sessions and workshops on quality assurance topics and techniques
• Supporting the contact center Manager in developing and updating quality policies, procedures, and tools
• Collaborating with other members and stakeholders to ensure consistency and alignment of quality standards and expectations.

To be successful in this role, you will need:

• At least 3 years of experience in quality assurance or quality control in a call center environment, preferably in the brokerage or financial services industry
• Excellent communication, interpersonal, and presentation skills
• Ability to provide constructive feedback and coaching in a positive and professional manner.
• Ability to analyze data and identify trends and patterns.
• Proficiency in Microsoft Office applications and call center software
• Knowledge of brokerage products, services, and regulations is a Plus
• A bachelor’s degree in business administration, finance, or a related field

Skills required. 

• Quick learning
• Technical abilities
• Communication skills
• Problem solving and issue resolution.
• Interpersonal and customer care skills
• Attention to details and thoroughness.