Call Center Quality Assurance Analyst and Procedure Writer

Overview

RamcoGas is looking for a detail-focused and motivated professional to serve as a Call Center Quality Assurance Analyst and Procedure Writer. This role requires active participation in interdepartmental meetings, minute-taking, and collaboration with executive management to develop and maintain comprehensive standard operating procedures (SOPs) and departmental process documents. The candidate will also monitor inbound and outbound call quality, track customer issues, and provide insightful reports to support customer satisfaction and operational excellence.

Key Responsibilities

• Participate in meetings across departments alongside executive management to gather operational insights.
• Accurately record meeting minutes, noting critical discussions, decisions, and follow-up actions.
• Work closely with executive leaders to create, review, and update SOPs and departmental procedures.
• Conduct research and verify the accuracy and thoroughness of process documentation.
• Produce clear and concise instructional content including SOPs and related user guides.
• Engage with subject matter experts and department heads to validate procedural content.
• Regularly audit call center interactions to evaluate quality and compliance with guidelines.
• Provide constructive feedback to agents and supervisors aimed at improving customer interaction quality.
• Monitor and document issues raised during calls in detail to ensure accurate reporting.
• Prepare analytical reports highlighting call quality trends and actionable recommendations for executive management.
• Escalate urgent customer concerns promptly for swift resolution.
• Collaborate with other teams to enhance processes and uphold high standards of customer service.

Qualifications and Skills

• Bachelor’s degree in a related discipline or comparable professional experience.
• Experience in quality assurance or process enhancement within call center environments.
• Excellent verbal and written communication abilities, capable of producing clear documentation.
• Meticulous attention to detail and aptitude for analyzing complex data.
• Proficiency with Microsoft Office and other relevant software tools.
• Solid understanding of call center operations and customer service practices.
• Self-motivated and able to manage multiple assignments independently and collaboratively.
• Strong organizational and time management skills.
• Effective collaborator with personnel at various organizational levels.
• Familiarity with process mapping and improvement techniques is advantageous.

Additional Information

Applicants should be self-driven with enthusiasm for quality assurance, process optimization, and effective communication. By joining RamcoGas, you will contribute to delivering outstanding customer service experiences. Terms and conditions apply.