Call Center Call Quality Analyst

Basic Function

The Call Center Call Quality Analyst is responsible for monitoring and evaluating call center agent performance to ensure adherence to company standards. Listen to recorded calls, analyzing interactions, identifying areas for improvement, and providing feedback to agents and supervisors. Performs duties in a safe, efficient manner and in compliance with applicable rules and safety procedures.

Responsibilities and Specific Duties

• Listens to recorded calls to assess agent performance against established quality metrics.
• Provides constructive feedback to agents on their performance, highlighting both strengths and areas for improvement.
• Provides training and development, new hire quality monitoring, and on-the-job training to ensure excellent internal and external customer service.
• Identifies and recommends Customer Service Call Center staff for training and cross-training.
• Generates and submits regular reports on call quality metrics, identifying trends and areas of concern.
• Analyzes call data to identify patterns.
• Contributes to process improvement initiatives by identifying opportunities to optimize call handling procedures and increase efficiency.
• Collaborates with supervisors and management to ensure ongoing adherence to quality standards and customer satisfaction.
• Contributes to the development and delivery of training programs to address identified gaps.
• Uses quality monitoring data management system to compile and track new hire team performance and provides feedback to the management team on staff progress.
• Conducts quality calibration sessions to ensure the team is following the established quality evaluating procedures.
• Verifies results by measuring skills in the use of scripts, greeting, listening skills, etiquette, handling objections, efficiency, courteous close of the call, and other skills as directed.
• Identifies and recommends applicable focus areas to improve service and call quality.
• Keeps current/up-to-date developments in quality and best practices.
• Provides excellent customer service to METRO internal and external customers.
• Applies SMS (Safety Management System) methods and principles in daily routine and supports all aspects of the agency’s Public Transportation Agency Safety Plan (PTASP).
• Promotes safety awareness and follows safety procedures to reduce or eliminate accidents.
• Performs other job-related duties as assigned.

Education Requirement

High school or GED required. Bachelor’s degree in Communications, Human Resources, Business Administration, or related field preferred.

Years & Experience Required

Minimum two (2) years of experience to include call center customer service. Additional experience with Trapeze, Fare Media Tracker, Lost & Found, Google Transit, Next Bus Texting, Mobile App, PCS complaints software, Microsoft Office Suite tools and ACD (Automated Call Distribution) information system a plus. 

Knowledge & Skills Required

Strong knowledge of call center operations and processes. The ability to analyze call data and identify trends, patterns, and areas for improvement. Excellent organizational and time management skills and oral, written, and interpersonal communication skills and strong presentation skills. Proficient computer skills and related software.

Additional Information

The Metropolitan Transit Authority of Harris County, Texas has a zero tolerance drug and alcohol policy for all employees. All internal and external applicants will be required to undergo drug testing before employment and will be subject to further drug and/or alcohol testing throughout their employment.

Further, employees who perform safety-sensitive functions will submit to drug and/or alcohol testing in accordance to the Department of Transportation (DOT) and the Federal Transit Administration (FTA) regulatory requirements.

We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, sex, national origin, veteran status, genetic information or disability.

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