Call Center Quality Analyst Cover Letter

I would like to submit my application for the call center quality analyst opening. Please accept this letter and the attached resume.

In the previous role, I was responsible for support to the Call Center Quality Assurance & Training Manager with the administration of the Call Center Quality Assurance Strategy.

I reviewed the requirements of the job opening and I believe my candidacy is an excellent fit for this position. Some of the key requirements that I have extensive experience with include:

• Understands the sales process from introduction to closing the sale
• Proficient with Microsoft Suite of products (Word, Access, Excel, Power Point, Outlook)
• Minimum of 18 months in the Outbound/Inbound Call Center environment
• Consistent positive attitude and respect for high quality standards
• Quality monitoring experience at another call center
• Knowledge and proficiency of SAP-CRM
• Experience with outbound call management and targeted outbound sales campaign management
• Possesses solid working knowledge of subject matter and is proficient with Microsoft Dynamics CRM, Moodle, NLS and Clarus/Brightlink

In response to your job posting for call center quality analyst, I am including this letter and my resume for your review.

Previously, I was responsible for direct individual and team leadership to achieve success in a call center environment including coaching, development and documented one on one sessions;.

I reviewed the requirements of the job opening and I believe my candidacy is an excellent fit for this position. Some of the key requirements that I have extensive experience with include:

• Demonstrated successful time management skills
• Healthcare experience or IT Service Desk background
• A+, Network+ and Microsoft Professional Certifications
• ITIL understanding, fluency in a second language and/or Help Desk Certification
• ITIL V3 and above certified
• Experience with supporting hardware and software technical support campaigns
• Experience working in environment where success was gauged by balancing Schedule Efficiency, Average speed of answer, call center SLAs, Customer Satisfaction and, or other specific metrics
• Worked in contact center environment

In response to your job posting for call center quality analyst, I am including this letter and my resume for your review.

In my previous role, I was responsible for timely and actionable data to various call center management and interdepartmental groups as scheduled or needed.

Please consider my qualifications and experience:

• Consistent history of meeting/exceeding QA goals
• Develop solutions to a variety of problems of moderate scope & complexity
• Contribute to the completion of organizational projects & goals
• Apply knowledge and skills to complete a wide range of tasks
• Communicate on complex or sensitive issues or drafts such responses for supervisor or manager
• Team Lead/Supervisory experience
• BA or BS college diploma preferred
• Technical expertise with computer applications

I submit this application to express my sincere interest in the call center quality analyst position.

In my previous role, I was responsible for regular quality performance results to managers, call center operations team, and corporate; schedules and delivers training programs in conjunction with the call center operations; monitors recent trainee’s quality of performance.

Please consider my qualifications and experience:

• Call Center and/or customer service
• Intermediate knowledge in the use of Microsoft Office (Excel, Word, Outlook)
• Strong knowledge of customer care processes and call handling techniques
• Experience working in a diverse team setting, and a track record of success
• Expert at quality audits quality process and compliance
• Have done quality audits and well versed with quality process and compliance
• Well verse on improving the quality of the services provided
• Excellent problem solving abilities and aptitude to understand and explain technical information

I submit this application to express my sincere interest in the call center quality analyst position.

In the previous role, I was responsible for call /mail / chat performance feedback & trend data to contact center operation managers, team leaders, ambassadors, and monitor the improvement result.

Please consider my qualifications and experience:

• Advanced proficiency in standard software applications (e.g., Microsoft Word, Excel, PowerPoint, Project, Visio )
• Demonstrated strong analytical skills for project evaluation including analysis of complex projects with customer impact, financial risk and decision analysis
• Customer driven with good oral and written communication skills and strong analytical, problem solving, project management skills
• Experience with claims, benefits, appeals, grievances, enrollment and other aspects of health insurance processing
• Spanish translation skills or bilingual Spanish/English skills
• Implement and use contact center tools and call volume history to help manage intra-day staffing levels
• Call center monitoring and training or QA monitoring and training is preferred
• Reviews and analyzes complex quality related data for the assigned areas