Quality Analyst at hearX Group

Job purpose:

• Responsible for monitoring calls and email responses to assess agent’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures to ultimately improve quality of performance in the contact center (“Hearing Hub”).

Minimum education (essential):

• Matric

Minimum education (desirable):

• Call Centre Certification
• Quality Assurance Certification

Minimum applicable experience (years):

• 5 years

Required nature of experience:

• Quality Assurance in a call centre
• Training facilitation 
• Customer interaction

Skills and Knowledge (Desirable):

• Quality Assurance - analysis and interpretation of calls and text based communication methods
• Customer relationship management system
• Coaching or training experience
• Call Monitoring
• Quality Assessment
• Feedback and coaching
• Process Analyze
• Process Improvement
• Training and Development
• Quality Reporting
• Compliance
• Customer Feedback Analysis
• Stakeholder Communication

Essential Competencies:

• Examining Information 
• Documenting Facts 
• Developing Expertise 
• Articulating Information 
• Team Working
• Checking Things 
• Producing Output
• Taking Action

Important Competencies:

• Providing Insights
• Establishing Rapport
• Making Decisions
• Conveying Self-Confidence
• Showing Composure
• Thinking Positively 
• Resolving Conflict 
• Inviting Feedback 
• Meeting Timescales
• Following Procedures
• Managing Tasks
• Pursuing Goals

Planning and reporting 10%

• Develop and maintain quality objectives and measures for effectiveness of sales and service inline with best practices
• Setup management-approved key metrics and monitor performance on each metric
• Ensure continuous improvements on the evaluation metrics
• Compile and present reports on performance metrics to management, highlighting areas of success and areas needing improvement
• Report on performance on key metrics to management satisfaction
• Manage the system configuration for monitoring performance on defined metrics (scorecards, dashboards and reports)

Sales and customer support 30%

• Continuously measure the quality of voice calls, video calls, live chat, email and text messages
• Interpret QA scorecard results and advise on midcourse corrections and/ or improvements
• Listen to live or recorded calls to evaluate sales and customer service agents' performance
• Assess calls based on predefined quality criteria, such as adherence to scripts, professionalism, accuracy, and customer satisfaction
• Assist with enhancing and encouraging a culture of excellent customer service
• Evaluate whether agents action inbound sales calls according to applicable procedure(s)
• Evaluate whether agents are equipped to assist customers with questions about hearing loss and hearing aid benefits
• Evaluate whether agents articulate factual and accurate information, portraying the company and brand(s) in the best way possible, ultimately driving a higher conversion rate, a lower return rate, and a high customer satisfaction and customer support rating
• Evaluate whether agents provide comprehensive troubleshooting and solve problems for customers to get the products working over either voice or video call, live chat, email or text message
• Evaluate whether agents obtain and note quality information from the customers to allow for effective management of the relevant escalation
• Evaluate whether effective query escalation procedures are followed for resolving queries correctly and with discretion, resulting in efficient resolutions
• Evaluate whether agents offer our customers the best care by making appropriate call transfers, where the knowledge or skills of other team members are required

Customer Experience 30%

• Assist with cultivating and maintaining a healthy and effective team culture
• Monitor post engagement customer satisfaction ratings while evaluating an engagement
• Analyze customer feedback to identify areas for improvement and ensure customer satisfaction
• Interpret customer satisfaction during engagements and advise on midcourse corrections and/ or improvements
• Evaluate whether customers have a positive view of hearX and B2C brands (Lexie Hearing and Go Hearing)
• Evaluate whether problems are solved as effectively and efficiently as possible
• Evaluate whether agents conduct business in a professional manner when communicating and interacting with customers to ensure customer satisfaction
• Evaluate whether agents reinforce information provided on a call with texts and/or emails
• Actively communicate with other staff members to ensure best practice customer satisfaction

Continuous Improvement 20%

• Conduct frequent mock calls with agents
• Identify retraining requirements based on the results of the evaluations of the quality of voice calls, video calls, live chat, email and text messages
• Analyze engagement data and performance metrics to identify trends, strengths, weaknesses, and areas for improvement
• Contribute to establishing, improving and ensuring active management of team’s KPI's with frequent and proactive feedback
• Evaluate individual and team performance, performing audits on communication logs, emails and call recordings to identify areas for improvement
• Identify and notify management of possible process improvements to enhance overall efficiency and customer satisfaction
• Identify retraining requirements based on quality objectives
• Provide continuous input on improvement of the hearing hub procedures and processes
• Provide continuous input on improving the customer experience and service
• Assist with key metrics stay relevant and are continuously improved
• Liaise with the Continuous Improvement Audiologist to maintain the list of FAQs based on queries logged by customers, and the corresponding responses
• Alert top management to the needs and desires of our prospective and existing customers
• Provide customer feedback on product or training information to the Continuous Improvement Audiologist

Quality & Compliance 10%

• Ensure communication is ethical and in line with Company Policy and provided training
• Monitor and enforce correct use of internal systems
• Monitor and enforce HIPAA, PCI and POPIA Privacy Requirements
• Maintain customer records in accordance with procedures and HIPAA
• Maintain absolute customer confidentiality and protection of personal information in accordance with regulations and procedure and ensure team does the same
• Keep quality customer interaction evaluation logs complete and up to date, on any system, sheet or form as required in accordance with procedure
• Ensure that the records reflect accurate representations of the customer interactions, and ensure that escalations are recorded with the optimal amount of information for effective and efficient resolution
• Ensure other required documents, reports and email accounts are up to date and accurate
• Ensure proper knowledge is gained and kept on all regulatory, policy and procedural requirements
• Positively adhere to all regulatory, policy and procedural requirements
• Ensure that agents adhere to company policies and procedures, providing feedback and coaching when necessary