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Subject Matter Expert – Written communication / Back office
- Quality analyst is expected to audit various modes of written communication to the customer by the company. These interactions could be letters, faxes, emails and requests through website.
- These communications could be 1st level or escalated communications.
- Areas the quality analyst’s study include promptness of revert, product knowledge, as well as whether representatives stick to standard scripts. They also check to see if a customer is satisfied with the results of the interaction.
- Quality analyst works in a continuous process of evaluating the communications and providing feedbacks to enhance the quality of the all communications.
- Quality analyst needs to identify the gaps through root cause analysis
- Quality analyst is expected to do calibration with operations team to improve the quality of written communications basis their findings
- Understand the key operational processes for support and make recommendations to implement improved processes, policies, learning, and tools
- Prepare reports and analysis as necessary to determine areas of opportunity
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