Quality Assurance Analyst
Job SUMMARY
The Quality Assurance Analyst/Trainer position is to provide oversight, develop, implement, and maintain quality assurance and control systems and activities for the call center environment.
Minimum Requirements
Minimum of one (1) year of related work experience in quality assurance
Experience within the call center industry and strong customer service background
Work Environment
- Clear Communication and Collaboration
- Employee Well-being and Work-life Balance
- Inclusive and Diverse Culture
Essential Functions:
- Define and specify the implementation of standards, service level requirements, and procedures.
- Assist the QA Manager, Operations Manager, and Team Leaders in gathering and analyzing data.
- Identify gaps in the delivery of quality metrics, identifies opportunities for improvement, and implements these plans within the team to improve the meeting of SLAs and goals/targets.
- Develop and evaluates the effectiveness of agents to ensure the efficient operation of the function.
- Support quality system, data analysis, and metrics for KPIs and other reportable forums
- Identify and resolve potential work quality issues to resolve customer satisfaction issues.
- Ensure adherence to quality assurance guidelines to ensure 100% customer/client satisfaction.
- Assist in efforts to educate agents on the latest tools, products, and applications to achieve high-quality service.
- Monitor and report to the management team for any performance issues.
- Develop, organize, and deliver operational trainings for department need, including refresher trainings, formal job-specific trainings, and improvement sessions for current employees.
- Review recorded and active calls of team members to identify areas in need of improvement and provide coaching to improve quality.
- Review team communications with customers to identify areas in need of improvement and provide coaching to improve quality
- Review client feedback to identify areas in need of improvement and provide coaching to improve quality.
- Identify and document best of breed practices to ensure uniform delivery of service excellence across teams.
Competencies & Skills
- Attention to detail
- Critiical thinking
- Strong communication skills
- Technical savvy
- Quick learning