CHAT QUALITY ANALYST (Work from Home)

$400 - 480 / Per Month
Full Time
Aug 20, 2021

Job Overview

We are now hiring for a Chat Quality Analyst for a well-established and growing company based in Australia, to join our expanding team. 

Greechat is one of the largest and most established providers of Live Chat services. We have a team of over 200 professional agents working across a wide range of industries. We holistically manage live chat operations for our clients to deliver them all the benefits of live chat, without the drawn-out conversations.



Greechat focuses on these key areas of talent management: engagement, development, and culture to motivate, develop and deliver excellence for our clients.

A snapshot of your role-  Review and monitor live chats and identify performance gaps.

JOB DESCRIPTION-


  • Review a subset of support agents’ conversations/transcripts.

  • Participates in the design of chat monitoring formats and quality standards. Accompany evaluations with meaningful and constructive feedback.

  • Performs chat monitoring based on the standardized scoring model and provides trend data to the management team.

  • Map the need for training and take action to ensure company-wide compliance on systems, policies, procedures, and core processes.

  • Providing coaching and developing plans for learning and skills development.

  • Coordinates and facilitates chat calibration sessions and meetings to maintain consistency in internal evaluations.

  • Provides feedback and recommendations to team leaders and managers.

  • Pursue continuing education on new solutions, technology, and skills.

  • Generate reports.

  • Perform other duties as assigned.

KNOWLEDGE, SKILL SET & QUALIFICATIONS REQUIRED-


  • Excellent knowledge of word processing tools and spreadsheets (MS Office Word, Excel etc.);

  • Excellent English communication skills, analytical, problem-solving, and decision-making skills;

  • Experience in the customer service space;

  • Knowledge of quality assurance terminology, methods, and tools;

  • Good organizational skills, knowledge in goal-setting practices;

  • Ability to multitask and successfully operate in a fast-paced, team environment;

  • Must adapt well to change and successfully set and adjust priorities as needed.

JOB REQUIREMENTS-



• Minimum 2 years of chat monitoring experience.

• Knowledge of quality standards in the international chats process.

• Advanced MS Excel skills. Six Sigma certification is a plus but not mandatory.

• Must be amenable to work with different chat applications/tools.

• Excellent written and verbal communication skills.

Qualification- Bachelors/College Degree

Job Type- Permanent Contractual

 

Job Specializations- Quality Assurance, Training, Customer Support

How to apply–

To apply for this job, please send your resume and cover letter including your three favourite movies and your SKYPE ID to the mentioned email id. 

Only applications sent to the mentioned email id will be accepted. Please do NOT apply for this role directly by clicking the 'Apply' button.

Skills Required

  • Quality Assurance
  • Writing
  • Customer Support
  • Email Support

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