Call Center Quality Assurance Analyst and Process and Procedure Writer job at Ramco Gas

RamcoGas is seeking a highly motivated and detail-oriented individual to join our team as a Call Center Quality Assurance Analyst & Process & Procedure Writer. In this role, you will be responsible for attending interdepartmental meetings, taking minutes, and collaborating with the executive management team to develop and maintain standard operating procedures (SOP) and procedures for various departments. Additionally, you will be responsible for monitoring and evaluating the quality of inbound and outbound calls, as well as tracking and reporting customer issues to the executive management team for prompt resolution and ultimate customer satisfaction.

• Attend interdepartmental meetings with the executive management team to gather information and insights on operational processes and requirements.
• Take accurate and comprehensive minutes during meetings, capturing key discussion points, decisions, and action items.
• Collaborate with the executive management team to develop and update standard operating procedures (SOP) and procedures for various departments.
• Conduct research and gather relevant information to ensure the accuracy and completeness of the SOP and procedures.
• Write clear, concise, and user-friendly documents, including SOP, procedures, and related instructional materials.
• Collaborate with subject matter experts and department heads to validate and refine the developed SOP and procedures.
• Perform regular audits and evaluations of inbound and outbound calls to assess the quality of customer interactions and adherence to company guidelines.
• Identify areas of improvement and provide feedback to call center agents and supervisors to enhance their performance.
• Track and document customer issues reported during calls, ensuring accurate and detailed information is captured.
• Compile and generate reports on call quality, identifying trends, and providing actionable insights to the executive management team.
• Escalate critical customer issues to the executive management team for prompt follow-up and resolution.
• Collaborate with cross-functional teams to implement process improvements and ensure consistent delivery of exceptional customer service.

• Excellent written and verbal communication skills.
• Strong attention to detail.
• Proficient in Microsoft Office Suite and other relevant software applications.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.
• Ability to collaborate effectively with stakeholders.
• Knowledge of process mapping and improvement methodologies.

• Bachelor's degree in a relevant field or equivalent work experience.
• Previous experience in a call center quality assurance or process improvement role.
• Excellent written and verbal communication skills, with the ability to produce clear and concise documentation.
• Strong attention to detail and ability to analyze complex information.
• Proficient in Microsoft Office Suite and other relevant software applications.
• Familiarity with call center operations and customer service best practices.
• Ability to work independently and as part of a team, managing multiple projects simultaneously.
• Strong organizational and time management skills.
• Ability to collaborate effectively with stakeholders at all levels of the organization.
• Knowledge of process mapping and improvement methodologies is a plus.