9 Quality Analyst
Skills To Look For
When Hiring For
Your Support Team
By Playvox Team |
Posted on September 14, 2016 |
Updated on December 6, 2022
Managing a contact center comes with a slew of
day-to-day challenges. Empowering agents and
satisfying customers, all while maintaining
exceptional levels of quality? It’s nothing short of a
juggling act! However, there’s a clear path to
success: Hire highly skilled quality assurance
analysts who are dedicated to achieving your
organization’s goals.
If you’ve recently established a quality assurance
program for your customer experience team, it’s
time to search for talented candidates to help you
maintain and improve the business processes
you’ve put into place. Your organization needs QA
analysts to monitor the quality of your customer
service support center. After all, providing a positive
customer experience should be your bread and
butter.
A 2022 survey by the Quality Assurance and
Training Connection organization found that 16%
of respondents said their customer service center
had no QA employees. Every service center has to
start somewhere, so it’s time to learn what to look
for.
As you build an ideal quality assurance team, it’s
important to determine what skills are needed for
quality assurance workers and what their job duties
entail to obtain peak performance in your contact
center.
Quality Analyst Job
Description
When determining the necessary quality analyst
skills for your next hire, start by outlining their
responsibilities. What will their day-to-day
responsibilities be? How far along should they be in
their career? How will their work advance your
organization’s goals? Be sure to think both big-
picture and detail-oriented.
So what does a quality analyst do? A quality
analyst (also called a QA) is typically responsible for
ensuring a great customer experience by reviewing
metrics over time.
In addition to reviewing customer interactions,
quality analysts are expected to:
Monitor and analyze customer support trends
Create criteria for agent performance
measurement (QA scorecard)
Assess agent performance over time
Ensure that quality assurance standards are
achieved
Compile and analyze statistical data, including
KPIs
Identify strategies to implement improved
internal processes
Draft and execute quality assurance policies
and procedures
When hiring quality assurance professionals for
your support team, it’s important to remember the
impact they can have. While they may not be on
the front lines, their work has a meaningful ripple
effect across your organization and the customer
experience.
Top 9 Quality Analyst
Skills To Look For
Now that you’ve determined the responsibilities of
the quality assurance role, it’s time to hire your
quality assurance workers. Let’s review what quality
assurance skills are necessary to look for when
hiring an analyst for your support team.
1. A Quick Learner
A good QA analyst needs to have a global overview
of the company. They must learn the procedures
that agents follow and the SLA agreements in
place, and they should have a complete
understanding of the QA process and procedures
established. Beyond that, they need a strong
awareness of the QA landscape — including best
practices — so they can identify gaps and
opportunities for improvement.
This can be an overload of information for some,
but a strong quality assurance professional won’t
be overwhelmed. They’ll be eager to dive in and
become experts, which is why you need someone
who can learn a large amount of information fast.
Don’t forget: The faster they can get up to speed,
the faster they can start to make a real difference
in your company’s bottom line. It is only by
learning about all the procedures in place, from a
customer’s first reaction to resolution and
everything in between, that they will perform at
maximum capacity and demonstrate strong ROI
right out of the gate.
2. Meticulous A!ention To Detail
Quality assurance analysts will listen to calls and
review digital customer service interactions like
those in chat, email, and social media to monitor
the overall customer experience within your
organization.
It’s easy to gloss over issues while reviewing
hundreds of calls and emails, so it’s important to
look for someone who pays attention to detail. A
strong quality assurance professional needs to pick
out the good and the bad from the vast amount of
information they’ll be processing regularly.
They need to be able to consume many details to
note patterns in quality, identify quality errors, and
spot the positive and negative nuances in how
agents handle interactions. Furthermore, as they
note what makes the customer experience
extraordinary, they will be able to suggest
additional small details that could make the
experience even better.
Your QA analyst must be able to catch the details
that make all the difference. This is where quality
assurance processes and quality assurance skills
unite.
3. Analytical
Sounds obvious with “analyst” in the “quality
assurance analyst” title, right? But it’s worth
repeating because this skill is crucial for success. To
put all the collected data to good use, quality
assurance analysts need to be able to spot trends
within the data.
Whether these details involve things going well,
areas that need improvement, or surging customer
trends, a QA analyst is the go-to person to spot
them. An excellent quality assurance analyst can
also spot quality errors and use metrics and data to
navigate solutions.
4. Good Coaching And Verbal
Communication
A strong QA analyst has to be a people person. Not
only are quality assurance workers performing
quality monitoring, but they are the glue between
management and frontline staff. They make sure
the entire organization stays aligned.
A key quality analyst skill is confidence in
communication. In their role, they must facilitate
communication between management and
frontline staff, while also taking on the role of
being a coach. QA analysts work directly with
frontline agents to improve customer service faux
pas and recognize a job well done. They must be
comfortable giving constructive feedback without
hurting anyone’s feelings. After all, agent
empowerment is always a bonus in the contact
center!
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5. Good Wri!en Communication
Similar to possessing great verbal communication
skills, being skilled in written communication is
important for almost any position in a contact
center. But for quality assurance workers, the ability
to craft positive, informative, and brief written
communication is crucial.
Fortunately, written communication is a skill that
can be taught. Good written communication can
be part of your QA analyst development. One way
to ensure your QA employees are continuing to
work on their writing skills is by rewarding them
when they draft a particularly thought-out
response. Training can be a game-changer for
communication.
6. Empathetic And Emotionally
Intelligent
Over 90% of customers in recent surveys indicate
they would switch to a competitive company if
they have a bad customer service experience. On
the positive side, over 60% indicate they are willing
to pay more for outstanding customer service.
So for these reasons, it’s important to hire quality
assurance analysts who practice empathy and use
strong emotional intelligence. They will be more
apt to notice quality errors in the empathy and EQ
realms.
Your ideal QA analyst understands multiple angles
and can work with everyone to provide positive
results. Having the power to understand someone’s
situation is important, as they will better
understand the “why” behind agents’ actions,
customer satisfaction, and management
procedures.
By being able to empathize with everyone, QA
analysts can better collaborate across the
spectrum.
7. Ability To Work As Part Of A Team
Teamwork feeds the company culture. And a
positive company culture creates huge bottom-line
benefits. With increased collaboration within the
workplace, contact centers are likely to experience
engaged employees, higher talent retention rates,
and increased velocity and profitability.
With widespread teamwork, employees are more
likely to work hard and embrace challenges that
take them to the next level. Analysts with great
teamwork skills will know when to ask for help and
know where collaboration should be leveraged.
It’s a bonus if an employee has leadership qualities
to lead and guide their team or assist a struggling
coworker. Even if you only have one quality
assurance employee, teamwork skills are still
valuable when they venture outside of their
department.
8. Goal-Oriented
Being a great goal setter is a quality analyst skill
that will go a long way in your contact center.
Having a QA worker with the ability to set and
accomplish goals is not only beneficial to the
support team but also to the company as a whole.
When quality assurance workers are focused on
their goals, they’ll work to expand their skill sets
and develop in their careers. While all QA
employees might share goals, setting individual
goals that are tailored to each analyst will provide
additional motivation. Most importantly, when they
understand and align with the company’s goals,
your quality assurance analysts can be laser-
focused on solutions.
9. Belief In The Company’s Mission
And Vision
If an employee believes in a company’s mission
and vision, they’re much more likely to enjoy their
scope of work and remain dedicated to their role.
Mission and vision statements can give quality
assurance analysts a goal to work toward and a
clear understanding of the company’s overall
purpose.
If your employees don’t understand or buy into the
mission, the company will have a harder time being
successful. The mission statement and values of
the company should be something your employees
truly connect with and are constantly working
toward achieving.
You’re Ready To Hire A
Quality Assurance
Analyst
Finding the right quality assurance candidate may
not come easy, but if you have the patience and
perseverance, you’ll find them. Look carefully over
each applicant and learn how to spot the quality
analyst skills you’re looking for. But most
importantly, ask the right questions, review the
necessary QA skillset, and listen to your intuition
when interviewing.
If you’re ready to move beyond quality assurance,
request a demo for effortless digital service
operations with Playvox Quality Management.
#Contact Center Management #CX Culture
#Quality Management
Playvox Team
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