Quality Analyst (US Voice Process)

About Us:

Silvermine Group helps companies bring offline processes online, saving time and money. We

bring modern internet software to main streets across America. Since our founding over a

decade ago in Wilton, Connecticut, we have empowered our employees to make decisions that

serve our customers interests first. Silvermine Group is a 14-year-old SaaS Company that & building E-commerce, SaaS companies in the cloud for the US market.

Job Summary:

The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions in a call center. This role involves analyzing calls, providing feedback to agents, identifying trends, and collaborating with teams to enhance overall customer satisfaction and operational efficiency.

Key Responsibilities:

1)Call Monitoring and Evaluation

• Monitor live or recorded calls to evaluate agent performance against quality standards.
• Assess agent adherence to scripts, protocols, and company policies.
• Evaluate the accuracy, professionalism, empathy, and resolution provided during calls.

2)Feedback and Coaching

• Provide constructive feedback to agents based on quality assessments.
• Collaborate with team leaders and trainers to address performance gaps and training needs.
• Conduct one-on-one coaching sessions to help agents improve their skills.

3)Reporting and Analysis

• Prepare detailed reports on quality metrics, trends, and areas of improvement.
• Track agent performance over time and provide actionable insights to management.
• Identify recurring issues and recommend process improvements.

4)Compliance and Standards

• Ensure that all customer interactions comply with company policies, industry standards,
• and regulatory requirements.
• Monitor for potential risks and escalate compliance concerns promptly.
• Continuous Improvement
• Participate in the development of quality guidelines and standards.
• Suggest enhancements to call scripts, processes, and tools to improve customer satisfaction and efficiency.
• Stay updated on industry best practices and emerging trends in customer support.

Qualifications and Skills:

• Bachelors degree is mandatory.
• 2+ years of experience in quality analyst role in a call center.
• Proficiency in quality monitoring tools and CRM systems.
• Strong analytical and reporting skills, with knowledge of MS Excel, Google Sheets, or equivalent.
• Excellent communication and interpersonal skills.
• Strong attention to detail and analytical mindset.
• Ability to provide constructive feedback and motivate team members.
• Time management and multitasking skills.