Description
MyDeal is a leading Australian online retail marketplace that focuses on providing “everything for your home” (furniture, homewares, garden, appliances and more). Founded in 2011, MyDeal has brought Australian shoppers the biggest brands, the best deals, discounts and sales on an extensive range of home and lifestyle products. Since September 2022, MyDeal has been a part of Woolworths Group, Australia and New Zealand’s largest retailer. Our partnership with Woolworths Group continues our shared commitment to provide great value, quality products and convenience for our customers.
As a Quality Analyst, you will play a pivotal role in ensuring that our customer service representatives consistently deliver exceptional service and adhere to established quality standards. Your primary responsibility will be to monitor, assess, and improve the quality of customer interactions, contributing to the overall success and customer satisfaction of our organization.
Responsibilities
- Quality Monitoring: Conduct regular evaluations of customer service interactions, including phone calls, and email communications. Assess agents' performance against predefined quality metrics and criteria.
- Feedback and Coaching: Provide constructive feedback to customer service representatives based on evaluation results. Conduct weekly call calibration sessions / ticket reviews with various teams
- Data Analysis and Reporting: Analyse quality data and generate reports to identify trends, patterns, and areas for improvement. Provide regular reports to management with recommendations for enhancing customer service quality.
- Process Improvement: Collaborate with cross-functional teams to identify process improvements and best practices that can enhance the customer experience. Participate in the development and refinement of call scripts and service workflows.
- Compliance and Standards: Ensure that agents adhere to company policies, procedures, and compliance regulations. Issue an incident report for quality violations. Work closely with the Customer Service Manager to ensure new hires are well-prepared to meet quality standards.
- Customer advocacy: Advocate for the customer within the organisation , ensuring their needs and feedback are considered in decision-making processes related to service quality.
- Best Practice Bank: Build a collection of best practice calls and emails for demonstration and training purposes.
- Others: Provide support in any additional ad hoc tasks that may be required by the management that will support Operations performance.
- Availability and willingness to work full-time on-site is required.
- Proven experience as a Quality Coach, Quality Assurance Specialist, or similar role within a contact center environment.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Able to build a high performing quality team
- Achieve all KPIs set
- Proficiency in using quality monitoring tools, Google sheet or Excel, and call center software.
- Detail-oriented with a focus on accuracy and consistency.
- Ability to provide constructive feedback and coaching to agents.
- Ability to multitask and work effectively in a fast-paced environment.
- Flexibility to work shifts, including weekends, and holidays, as needed.
