Client Quality Assurance Analyst I
About this role
Company Overview
Interactive Brokers Group, Inc. (Nasdaq: IBKR) is a global financial services company headquartered in Greenwich, CT, USA, with offices in over 15 countries. We have been at the forefront of financial innovation for over four decades, known for our cutting-edge technology and client commitment.
IBKR affiliates provide global electronic brokerage services around the clock on stocks, options, futures, currencies, bonds, and funds to clients in over 200 countries and territories. We serve individual investors and institutions, including financial advisors, hedge funds and introducing brokers. Our advanced technology, competitive pricing, and global market help our clients to make the most of their investments.
Barron's has recognized Interactive Brokers as the #1 online broker for six consecutive years. Join our dynamic, multi-national team and be a part of a company that simplifies and enhances financial opportunities using state-of-the-art technology.
Key Responsibilities:
- Monitoring and Evaluation:
Listening to and evaluating recorded calls, reviewing chat and email interactions to assess agent performance against established quality standards.
- Performance Analysis:
Analyzing call data to identify trends, areas for improvement, and potential training needs.
- Feedback and Coaching:
Providing actionable feedback and coaching to agents based on performance evaluations.
- Reporting:
Creating and distributing detailed reports on call quality, performance metrics, and identified issues.
- Training Development:
Collaborating with management/training team to develop and implement training programs to address identified areas for improvement.
- Quality Improvement:
Identifying and supporting opportunities to enhance overall quality across the contact center.
- Compliance:
Ensuring adherence to company policies, procedures, and relevant regulations.
- Process Improvement:
Contributing to the development and implementation of process improvements to optimize the customer experience.
Skills and Qualifications:
- Analytical Skills: Ability to analyze data, identify trends, and draw meaningful conclusions.
- Communication Skills: Excellent verbal and written communication skills for providing feedback and creating reports.
- Coaching and Training Skills: Ability to provide effective coaching and guidance to agents.
- Attention to Detail: Keen eye for detail to identify errors and areas for improvement.
- Knowledge of Contact Center Operations: Understanding of contact center processes, metrics, and best practices.
- Problem-Solving Skills: Ability to identify and resolve issues related to call quality and agent performance.
- Proficiency in relevant tools and technologies: Experience with call monitoring systems, quality evaluation software, and reporting tools.
Company Benefits & Perks:
- Competitive salary package.
- Performance based annual bonus (cash and stocks).
- Hybrid working model (3 days office/week).
- Group Medical & Life Insurance.
- Modern offices with free amenities & fully stocked cafeterias.
- Monthly food card & company paid snacks.
- Hardship/shift allowance with company provided pickup & drop facility*
- Attractive employee referral bonus.
- Frequent company sponsored team building events and outings.
* Depending upon the shifts.
**The benefits package is subject to change at the management's discretion.
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