Dispatch Quality Assurance Analyst

ABOUT THE COMPANY

Software infrastructure and operational support for emergency

response teams, both government and private.

JOB SUMMARY

RequirementsProven experience in quality assurance in a customer service or call center environment.Exceptional attention to detail and ability to accurately input and analyze data.Strong communication skills, both written and verbal, to effectively convey insights and collaborate with team members.Ability to work independently and efficiently, listening to numerous calls daily while maintaining focus and accuracy.Experience using QA software, call monitoring tools, and data visualization platforms.Proficiency in Microsoft Office suite and experience with data analysis tools preferred.A keen interest in promoting customer satisfaction and continuous improvement within the dispatch center.Bonus Points if:Experience in a relevant field such as business administration, communications, or a related area is preferred.Previous experience in emergency dispatch or related fields, providing valuable insight into the role's unique challenges and demands.Certification in quality assurance methodologies or relevant training in customer service excellence.Demonstrated ability to derive actionable insights from data analysis and effectively implement process improvements.Strong problem-solving skills, with the capacity to identify root causes of issues and propose effective solutions.A proactive and adaptable mindset, able to thrive in a fast-paced environment and quickly adapt to evolving priorities and challenges.

RESPONSIBILITIES

Review emergency calls from all dispatchers.Evaluate emergency calls based on predefined criteria to ensure protocols are being followed and to ensure excellent customer care and satisfaction Analyse call data to detect trends and patterns.Identify areas for improvement in dispatch processes.Monitor and report on key performance indicators (KPIs), including call quality and customer satisfaction metrics.Alert and escalate critical issues to the relevant team lead for prompt resolution.Work collaboratively with cross-functional teams to refine dispatch protocols and procedures, promoting ongoing improvement in service delivery.Develop and deliver standardized weekly and monthly performance reports for all dispatchers that highlight key performance indicators (KPIs), call trends, and areas for improvement.Work with supervisors to provide coaching and process improvements based on QA findings.

REQUIRED SKILLS

Call center management, Team leadership, Customer service, Reporting, Quality control and supervision

REQUIRED EDUCATION

Diploma, Associate's degree