Job Description – Quality Analyst

About Etech
Etech is a leading provider of customer engagement solutions and services utilizing inbound and
outbound voice as well as web chat. For over a decade, we have been helping companies cost
effectively acquire new customers and maximize profits by servicing and growing existing customers.
We are a Tier One preferred provider for Fortune 500 companies and employ roughly 3,000 team
members operating in 8 Global Centers (5 in the US, 2 in India, and 1 in Jamaica)

Company Website: www.etechgs.com

Department: Etech Monitoring Solutions

Reports To: QA Leader

The EMS department seeks a Quality Analyst (QA) to review customer interactions (calls, chats, and
emails) and complete quality assessments for designated campaigns to ensure good customer
service, and adherence to the policies and procedures per the pre-defined guidelines of the
campaign. The person will work closely with QA Leads as well as Operations/Client contacts to
provide feedback on opportunity areas, make recommendations on areas that may need new,
ongoing or remedial training. In addition, they will need to capture VOC (voice of the customer) and
provide BI (Business Intelligence) inputs. A significant part of this job includes reviewing and
completing quality audits for assigned campaigns.

Description:
 Completes quality audits in accordance with current campaign guidelines. Uses
designated tools to ensure targets are met and turnaround times are adhered to
with defined accuracy standards.
 Provides written and verbal feedback to leaders/operations/clients on quality
scores with areas of opportunities at agent, process and campaign level.
 Provides necessary feedback to operations or clients to ensure critical
compliance and behavior issues are reported or escalated, including unethical
actions.
 Assist Leaders with improving customer interactions, sharing feedback on
calibration calls and provide input for recommendations.
 Assists with routine and ad hoc requests.
 Supports projects and initiatives within the department.
 Maintains confidentiality of all reports, files, schedules, databases, and
documents; as well as all customer and proprietary information.
 Sends data and reports to account stakeholders if needed.
Core Competencies/Skill Set:
 Good oral & written English skills
 Exceptional listening and analytical skills.
 Attention to detail
 Strong interpersonal communication skills
 Drive and ability to deliver excellent customer service to both internal and
external customers.
 Ability to work independently.
 Able to exercise strict confidentiality.

Qualification and Experience:

 Graduate or equivalent.
 Minimum 1 year work experience; Quality experience is an added advantage.
 Computer proficiency in MS Office - Outlook, Word, Excel, and PowerPoint.