Quality Assurance Analyst
Key Relationships :
The Quality Assurance Analyst position requires the ability to work in a constructive, non-biased and collaborative manner by establishing positive work relationships;
partnering with the Quality Manager, Call Center leadership, Call Center operations, analysts, Knowledge Management, Training, team members and referral resources.
This position requires the ability to gain the confidence and trust of others by demonstrating professionalism and expertise in an ever changing environment.
Listen to and observe calls / chats made by the agents. Analyzes / audits service incident data to identify areas of service delivery that did not meet pre-established performance standards
Score the calls
Provide timely feedback and adequate coaching to department managers / supervisors / leads / Agents.
Responsible for the follow up of the agent’s actions plans.
Generate quality reports that will show quality scores.
Work with Training Team. Ensure gaps in agent knowledge are addressed in training
Ensure knowledge base is kept up to date with those training needs.
Other Duties as Assigned by Manager
Primary Qualifications :
Bachelor’s degree or equivalent business experience required.
1-3 years of experience, in a QA role or in a call center environment.
Excellent analytical, writing and verbal skills, specific to customer facing interactions and communicate effectively
Experience / Knowledge in coaching and training individuals or groups required.
Adept at networking and building relationships with all levels of management and staff.
Demonstrated ability with the design and application of innovative ideas, developing creative solutions and motivating a team to share knowledge and complete tasks on time.
Excellent logic, reasoning and decision making skills.
Ability to quickly learn and adapt to changing technology.
Ability to work well, under pressure, in a team environment.
Intermediate with programs, such as Word, Excel and PowerPoint.
Strong attention to detail
1-2 years’ experience with QA software (helpful, but not required)