Performance Monitoring & Quality Analyst

Translation Empire; Saddar; On-site; PKR 600,000 - 1,000,000; Full time

Job summary

Translation Empire seeks a dedicated contact center analyst to improve performance by analyzing calls, chats and other communications to assess agent service skills and policy adherence. You will prepare detailed action plans and review escalations promptly.

You will contribute to continuous process improvements for call center leadership, develop training curricula, create reference materials, and prepare informative reports to support product lines and internal inquiries.

Responsibilities

• Conduces contact center performance analysis and creates detailed action plans on where to improve performance.
• Reviews and resolves all incoming escalations from appropriate escalation channels in a timely manner.
• Responsible for listening (and viewing) to customer calls, chats and other communications, and evaluating consumer data to measure agent service skills & policy adherence.
• Provides input to continuous process improvement recommendations to call center leadership
• Provides input to appropriate resource as it relates to training curriculum designed to develop assigned call center team members within a specific project.
• Develops corresponding resource materials, online reference materials, process guides, and comprehension assessments to aid in the development of assigned personnel.
• Responds to internal inquiries related to customer call handling or service support of specific product lines.
• Conducts research on escalated calls provided by internal call center leadership, customer, and client.
• Prepares reports and other reference

Job description

Translation Empire seeks a dedicated contact center analyst to improve performance by analyzing calls, chats and other communications to assess agent service skills and policy adherence. You will prepare detailed action plans and review escalations promptly.

You will contribute to continuous process improvements for call center leadership, develop training curricula, create reference materials, and prepare informative reports to support product lines and internal inquiries.