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Best & Worst Things About This Career

"The best part of being a quality analyst is the opportunities to directly affect the customer service experience by providing immediate feedback to the representatives about call performance. By reviewing calls randomly, there is more objectivity in the process as a whole and representatives are provided with a sampling of information on different types of call. The worst part of being on the quality team is the frustration of having to give low scores for avoidable mistakes that were not intended to be harmful or detrimental to the customer. However, remaining objective means issuing scores with remarks that are educational to help prevent future mistakes of the same nature."

"The best parts of the job are that the benefits are great and allow me to take care of my family. Cable, Internet service and phone are free and we get every channel free on three televisions. The worst part of the job is when a certain technician continues to make mistakes or do poor workmanship, we have to request that his/her company no longer give them work in our division. This means they no longer have a job."

"The best part of my career is that my job is fairly simple compared to most jobs. All I have to do is compare search results. On the down side, my job is at the same time kind of tricky. Getting a grasp on how to evaluate search engine results takes time and energy. Even after getting the hang of the job, the work can sometimes be long and tiring since the only thing I do is compare results."

Tips for Succeeding in This Career

"As a quality analyst, be prepared to review the same call multiple times to ensure accuracy of grading even though it may seem monotonous & repetitive. Because of the volume of criteria that must be met, in most cases the first time listening to a call will yield only so much information. Therefore, the call must be repeated to listen carefully for other areas of the grading criteria. Actively listening is also a crucial tool as listening to the calls requires focus and attention to detail. Because most of the scores are graded on a line item, point-by-point type of scale, hearing not only what the agent is saying but also the customer's response is required to score accurately. The most critical requirement, though, is the ability to remain objective at all times and not grade subjectively to ensure fair and useful feedback to the agents. Verbiage and positioning is just as important to the agent as it is to the customer. Having very strong verbal and written skills is an absolute must for every quality analyst."

"Even though I did not complete my college education, I would highly recommend doing that. Things are much different now and when I was younger, I was a hard worker and showed that right through the ranks when I got my first job. I am still with that company and worked my way up. It isn't that easy anymore and you really will need that education as an advantage over other applicants who won't have it."

"Anyone can become a search engine evaluator if they are motivated and patient. No specific degree is needed. Good computer skills are required. I would suggest spending more time using a computer if you don't feel you are good with one. For the most part, you will be trained for everything you need to know for the job. I would recommend taking training very seriously and trying your best because the material taught is difficult to understand."