About the CompanyeClerx is hiring a Quality Assurance Senior Analyst. Success in this role is measured by the ability to provide high-quality insights while meeting or exceeding key performance metrics defined by the organization.About the RoleThe Quality Assurance Senior Analyst will be responsible for evaluating interactions, conducting coaching sessions, and providing training to enhance the quality of customer service.ResponsibilitiesEvaluate random interactions per agent each month to identify gaps in essential customer service skills, troubleshooting skills, or process knowledge.Conduct coaching sessions for agents, either individually or in teams, based on audit findings.Provide product and process training, quality interventions, and call listening activities for the agent group.Oversee new hire certification during and post-training for all employees.Perform random quality checks to measure process compliance.Offer insights on behaviors, patterns, and quality compliance levels.Share best practices with agents to enhance quality, productivity, and other key operational metrics.Identify and report on areas of opportunity to increase productivity and efficiency.Highlight agent behaviors that may lead to client escalations and impact clients or the business.Assume the role of a Call Center Agent by handling interactions for at least four hours per month.Execute all assigned tasks within timelines.Work effectively under pressure, prioritize tasks, and meet deadlines.Participate in special projects or take on additional responsibilities as assigned.QualificationsMinimum of one year of customer service experience in a Technical Support Call Center or Office-based Technical Customer Service department.At least one year in a Quality Assurance or Analyst role supporting agents in an Outbound or Inbound Technical Call Center environment.Required SkillsExcellent communication skills, both verbal and written, when interacting with customers and employees.Ability to positively persuade and negotiate when addressing customer issues.Proficient in Microsoft Office applications, specifically Outlook, Excel, and Word.Strong active listening skills and empathy towards clients’ cable/telco issues.Preferred SkillsExperience in a fast-paced call center environment.Knowledge of quality assurance methodologies.Pay range and compensation packageCompensation details will be discussed during the interview process.Equal Opportunity StatementWe are committed to diversity and inclusivity in our hiring practices and encourage applications from all qualified individuals.