Call Quality Analyst, Work from Home

About Company Career.zycto is actively redefining excellence in customer service, driven by a relentless commitment to innovation and continuous improvement across all our operations. We empower our teams with cutting-edge tools and a profoundly supportive culture, fostering an environment where analytical minds and passionate individuals truly thrive. For a dedicated Call Quality Analyst, this means joining a forward-thinking organization that genuinely values meticulous attention to detail and an unwavering passion for elevating customer interactions. You'll play a pivotal role in shaping our service standards, directly contributing to our esteemed reputation for unparalleled quality and customer satisfaction. We believe in fostering growth, maximizing impact, and ensuring every customer experience is exceptional. Job Description Are you a meticulous observer with a passion for delivering exceptional customer experiences? Career.zycto is seeking a dedicated and experienced Call Quality Analyst to join our remote team, based in Thunder Bay, Ontario. This vital role is perfect for someone who thrives in a work-from-home environment and possesses a keen eye for detail and strong analytical capabilities. As a Call Quality Analyst, you will be instrumental in maintaining and elevating the quality of our customer interactions across various channels. You will spend your days listening to and evaluating customer service calls, identifying areas of strength, and pinpointing opportunities for improvement, ensuring our service representatives adhere to company standards and best practices. Your primary focus will be on assessing communication clarity, problem-solving effectiveness, adherence to policies, and overall customer satisfaction. You will provide constructive, data-driven feedback to team leads and agents, helping to foster a culture of continuous learning and development. This role requires an individual who is not only adept at objective evaluation but also skilled in delivering feedback in a supportive and impactful manner. You will be a key contributor to our training and development initiatives, helping to refine training materials and coaching strategies based on your quality insights. If you are passionate about customer service excellence, possess strong analytical skills, and are comfortable working independently in a remote setting, we encourage you to apply and become a foundational part of our commitment to superior service. Key Responsibilities • Monitor and evaluate a diverse range of customer service calls to ensure adherence to established quality standards, procedures, and service level agreements. • Provide comprehensive and constructive feedback to customer service representatives and team leads, highlighting both strengths and areas for development. • Identify trends and root causes of quality issues, proposing actionable solutions to enhance overall customer experience and operational efficiency. • Participate in calibration sessions with other Quality Analysts and Team Leaders to ensure consistency in evaluation criteria and scoring. • Develop and maintain detailed quality reports, dashboards, and presentations to communicate findings and recommendations to management. • Collaborate with training and operations teams to develop and refine training modules, coaching strategies, and performance improvement plans. • Stay current with industry best practices and internal procedural updates to continuously improve the quality assurance process. • Contribute to the continuous improvement of internal quality assurance guidelines and evaluation forms. Required Skills • Minimum 2 years of experience in a call center or customer service environment. • Proven experience as a Call Quality Analyst or in a similar quality assurance role. • Exceptional listening and analytical skills with meticulous attention to detail. • Strong verbal and written communication skills for delivering feedback and reporting. • Proficiency in using call monitoring software and CRM systems. • Advanced knowledge of Microsoft Office Suite, particularly Excel for data analysis. • Ability to work independently, manage time effectively, and meet deadlines in a remote setting. • Demonstrated understanding of customer service principles and best practices. Preferred Qualifications • Bachelor's degree in Business Administration, Communications, or a related field. • Certification in Quality Assurance (e.g., COPC, Six Sigma Yellow Belt). • Experience with remote team collaboration tools (e.g., Slack, Microsoft Teams). • Familiarity with contact center technologies and methodologies. • Previous experience in developing training materials or coaching agents. Perks & Benefits • Competitive salary and comprehensive benefits package. • Full-time work from home opportunity, providing flexibility and work-life balance. • Opportunities for professional development and career advancement. • Supportive and collaborative team environment. • Access to cutting-edge tools and technologies. • Paid time off and holidays. How to Apply Interested candidates are encouraged to apply by clicking the application link below. Please ensure your resume highlights your experience in call quality analysis and your ability to thrive in a remote work environment. 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