The major responsibility of a quality analyst is to verify the quality of each call from or to the customer and send a required and effective feedback of the support. They basically audit each call and find out the faults and errors in the call made by the support and note down the quality of the call. The quality analyst also notes down the quality of his associates and takes necessary steps to improvise on that.
Initially, individuals may start at a junior level for this post and with hard work and experience move to the senior managerial level quality analyst job. The junior QA verifies each call but in a small domain of work. The feedback received by the junior QA is lastly gathered and processed by the senior QA and thus required steps are taken on the situation to control the environment.
A quality analyst has to fulfill certain attributes in order to be placed for the vacancy created. The QA has to be a person from business background. A person holding a degree should look toward BBA i.e. Bachelor of Business Administration, Bachelor of commerce etc., as they are the best options. The person having a Masters in the financial department carries extra benefits from his neighbor. A person having knowledge on this diverse field can easily verify the calls and provide feedback accordingly.
A person with communication and organization skills are much sought for this job profile, as most of their work consists of barging calls with the customers. Organizational skills help him to organize and plan different work to be used by the support team and the dialers.
There are several training sessions which are required, by the person to qualify as a quality analyst. This training mainly focuses on the techniques to groom the person onto full fledged quality analysis. A call center job mainly focuses on the time class. After the successful completion of the training, he will be awarded a certificate; these certificates are very important in one aspect. They mainly improve the credibility of the individual, while going from one place to another.
Employees with prior experiences are in high demand in most of these call centers. A person having 3-4 years experience as a quality analyst in a Call Center are much in demand as compared to a first time job seeker. The salary also varies accordingly and in most cases, it is different from the principal.
The Call Center industry all over the world is developing and increasing rapidly. The advent of this industry has increased the rate in the demand of quality analyst. The growth rate of this industry is around 6-7% as compared to the previous statistics. The average salary mainly ranges from $38,000 to $80,000 per year.
Quality analysts are an asset for any Call Center job. The quality manager does his job by providing the right thing at the right place.
