Call Center Quality Analyst Resume Sample
Madilyn Satterfield
980 Lowe Lakes,
Detroit,
MI
+1 (555) 615 4525
Work Experience
Call Center Quality Analyst
11/2016
-
PRESENT
Detroit, MI
- Listen to and observe calls, made by call center agents
- Score said calls
- Provide timely feedback to department managers/supervisors/leads, so that they can share feedback and provide adequate coaching to the agents
- O Develops and manages a comprehensive project Quality Control Plan as well as develops best practices and process
- Consistently meets or exceeds deadlines and objectives
- Efficiently responds to problems and identifies opportunities to improve policies or procedures
- Offers new ideas to the team, department, and/or organization
- Demonstrates flexibility, resourcefulness, ability to be innovative and goal oriented
- Organize, prioritize, and plan work efficiently
Call Center Quality Analyst
08/2013
-
05/2016
Philadelphia, PA
- Appropriately manages time and shows correct usage of Phone System
- Shows initiative, responsiveness, and a high level of energy
- Work closely with our Call Center Management, Customer Care philosophy, drive execution of tactical plans and ensure that our workforce has access to all the required capabilities and servicing tools
- Manage the call quality program by listening to calls, providing feedback, and managing calibration calls with various partners
- Provide effective quality coaching during the call calibration sessions
- Complete daily, weekly, monthly reporting with partners
- Ensure that all reporting is completed and published on time
- Participate on regular call listening session to ensure 100% compliance
Education
Naropa University
2008 - 2012
School's Degree in Performance
Professional Skills
- Strong written and verbal communication skills to effectively provide feedback to colleagues
- Excellent logic, reasoning and decision making skills
- Proven problem solving skills to research processes and departmental issues
- Possesses strong verbal, written, and articulation skills
- Strong interpersonal skills with ability to be self-directed and an attention to details
- Demonstrated leadership skills with a sense of urgency and ownership
- Strong customer service and professional skills
How to write Call Center Quality Analyst Resume
Call Center Quality Analyst role is responsible for research, software, insurance, reporting, auditing, training, leadership, compliance, legal, workflow.
To write great resume for call center quality analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Call Center Quality Analyst Resume
The section contact information is important in your call center quality analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Call Center Quality Analyst Resume
The section work experience is an essential part of your call center quality analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous call center quality analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular call center quality analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Call Center Quality Analyst resume experience can include:
- Strong ability to influence others and ability to challenge the status quo appropriately
- Relevant industry experience
- Appropriate insurance experience required
- Experience, in a QA role, in a call center environment
- Experience with QA software (helpful, but not required)
- ) of experience in a call center role that followed a standard set of processes and required a high standard customer service
Education on a Call Center Quality Analyst Resume
Make sure to make education a priority on your call center quality analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your call center quality analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Call Center Quality Analyst Resume
When listing skills on your call center quality analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical call center quality analyst skills:
- Effective computer skills with the ability to navigate through multiple systems without assistance
- The ability to communicate effectively in both written and verbal formats
- Validate all new policy/procedure information, prior to publication
- Maintaining a thorough understanding of policy, and demonstrate an ability to follow established processes and procedures
- Call center experience, especially with reporting, analytics, workflow management, CRMs, telephony, etc
- Experience using a computer with Windows PC applications that required knowledge of Word, Excel and Outlook
List of Typical Skills For a Call Center Quality Analyst Resume
1
Skills For Call Center Quality Analyst Resume
- ) of experience in a role where performance metrics were utilized to measure and motivate individuals, teams, and departments
- Experience in a Quality Assurance role in a call center or the service industry
- Life Insurance and/or Annuity industry experience
- Customer Service experience required
- Reviewing and auditing telephone interactions between Call Center Representatives and Customers to ensure highest level of customer service is being provided
2
Skills For Call Center Quality Analyst Resume
- Collaborating with Training & Development team to enhance quality guidelines, policies, and procedures to achieve organizational objectives
- Measuring employee performance against set quality audit parameters for recorded and/or live calls
- Provides trending analysis monthly to team leaders to assist them in identifying coaching opportunities
- Ensure that Legal and Regulatory controls are central to everything we do when implementing and executing the initiatives
- Works with leadership on the coaching, training, and development of colleagues
- Develop servicing strategies that support the lines of business in their abilities to grow their business through deepening their relationship
3
Skills For Call Center Quality Analyst Resume
- Collaborates with Learning and Development to identify and close knowledge gaps
- Supports the Call Center by monitoring the competence, performance and compliance of consultants
- Calibrates calls with business partners to ensure a consistent approach to the call monitoring evaluations
- Produces monthly reports to ensure work assignments are completed and gather trending information for use in team leader conversations
- Respond to all audit requests providing requested information
- Working as a call quality analyst in a vendor/partner relationship
- Express himself/herself clearly
4
Skills For Call Center Quality Analyst Resume
- Listen and provide feedback to team leads and fellow employees
- Approaches job as a team player
- Develop individual agent performance scorecards and aggregate department scores. These directly impact the agents’ assessments and ratings
- Integrity and high personal, professional and ethical standards
- Knowledge of Microsoft Office, E-mail and other applications
- Work well, under pressure, in a team environment
5
Skills For Call Center Quality Analyst Resume
- Intermediate with programs, such as Word, Excel and PowerPoint
- Evaluates and monitors operational activities to ensure the quality and timeliness of processes as well as ensuring adherence to all company, carrier, client, and regulatory requirements
- Monitors issues and suggests solutions to improve departmental effectiveness and efficiency. Works Collaboratively with the business leaders
- Addresses escalated requests, keeping management aware of situations and providing documentation
- Identifies and works to mitigate potential errors and omissions exposures, while keeping management updated on exposure risk
6
Skills For Call Center Quality Analyst Resume
- Provides input to management regarding the performance of team member’s evaluations
- Reviews a selection of recorded calls or correspondence/chat on a monthly basis and evaluates them based on the predetermined set of core competencies
- Drive superior service across all products
- Work cross-functionally & act expeditiously to resolve operational issues as they arise
- Personable, tactful, polite
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