Quality Management Analyst

Job Title: Quality Management Analyst
Contract Type: Permanent Recruitment
Location: Auckland
Contact Details: Paula Van Zijl
Contact Email:
Job Published: 13 days ago
  • Call Centre Quality Management Analyst
  • Airport based
  • Salary: $60 000  + 10% annual bonus
  • Work from home after training

Are you looking for a unique and exciting new opportunity?

We are assisting one of New Zealand’s top employers with the recruitment of a Quality Management Analyst.

About the position:

  • The main function of the role is to assess, identify and suggest improvement strategies for the customer service teams across the business (from the inbound call centre to the finance team).

Duties include:

  • You will be listening to calls and mark the performance based on set requirements
  • Complete call quality monitoring evaluations for the business as appropriate
  • Provide feedback for areas of improvement for advisors
  • Attend quarterly quality monitoring calibrations
  • Complete monthly CS Skills Verification Tests for agents
  • Provide statistical analysis on quality monitoring performance, ie. trends, areas of improvement
  • Full systems training will be provided

Minimum qualifying criteria:

  • Excellent MS Excel skills essential
  • Analytical background preferrable
  • Call center experience and understanding of KPI’s essential
  • Customer service experience essential

Take this opportunity to steer your career in a new direction and apply online today!

Job Ref: 109017