Call Center Call Quality Analyst

Metropolitan Transit Authority of Houston, Texas - Houston, TX

Full-time

Houston, TX

About the position

The Call Center Call Quality Analyst is responsible for monitoring and evaluating the performance of call center agents to ensure compliance with company standards. This role involves analyzing recorded calls, providing feedback, and contributing to training and development initiatives to enhance customer service quality.

Responsibilities

• Listen to recorded calls to assess agent performance against established quality metrics.
• Provide constructive feedback to agents on their performance, highlighting both strengths and areas for improvement.
• Provide training and development, new hire quality monitoring, and on-the-job training to ensure excellent internal and external customer service.
• Identify and recommend Customer Service Call Center staff for training and cross-training.
• Generate and submit regular reports on call quality metrics, identifying trends and areas of concern.
• Analyze call data to identify patterns.
• Contribute to process improvement initiatives by identifying opportunities to optimize call handling procedures and increase efficiency.
• Collaborate with supervisors and management to ensure ongoing adherence to quality standards and customer satisfaction.
• Contribute to the development and delivery of training programs to address identified gaps.
• Use quality monitoring data management system to compile and track new hire team performance and provide feedback to the management team on staff progress.
• Conduct quality calibration sessions to ensure the team is following the established quality evaluating procedures.
• Verify 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.
• Identify and recommend applicable focus areas to improve service and call quality.
• Keep current/up-to-date developments in quality and best practices.
• Provide excellent customer service to METRO internal and external customers.
• Apply SMS (Safety Management System) methods and principles in daily routine and support all aspects of the agency's Public Transportation Agency Safety Plan (PTASP).
• Promote safety awareness and follow safety procedures to reduce or eliminate accidents.
• Perform other job-related duties as assigned.

Requirements

• High school diploma or GED required.
• Minimum two (2) years of experience in call center customer service.
• Strong knowledge of call center operations and processes.
• Ability to analyze call data and identify trends, patterns, and areas for improvement.
• Excellent organizational and time management skills.
• Strong oral, written, and interpersonal communication skills.
• Proficient computer skills and related software.

Nice-to-haves

• Bachelor's degree in Communications, Human Resources, Business Administration, or related field preferred.
• 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.

Benefits

• Equal opportunity employment regardless of race, color, religion, age, sex, national origin, veteran status, genetic information or disability.