Quality Assurance Analyst
About The Position
Quality Assurance Analyst (QA) is responsible for assessing and auditing the quality of the performance of our customer-facing teams. The QA will monitor inbound and outbound calls to assess team member demeanor, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing quality processes and procedures as well as making recommendation for enhancements to training materials as needed to enhance the overall customer experience. Analyze/audit inbound and outbound customer calls to identify areas of service delivery that did not meet pre-established performance standards Coordinate and conduct targeted group training sessions for new hires and as needed for performance improvement Provide structured and timely feedback to team leadership and management Investigate customer complaints and issues, provide corrective and preventative actions Prepare and analyze internal and external quality reports for management staff review Perform other duties as assigned
Requirements
- 2-3 years call center experience
- Excellent verbal, written, and interpersonal communication skills
- Outstanding customer service skills and dedication to providing exceptional customer service
- Exceptional listening and analytical skills
- Solid time management skills
- Must be proficient with Microsoft Office
Nice To Haves
- Bachelor degree a plus
Responsibilities
- Assess and audit the quality of the performance of our customer-facing teams
- Monitor inbound and outbound calls to assess team member demeanor, customer service performance, and conformity to company policies and procedures
- Assist in developing, creating, and implementing quality processes and procedures
- Make recommendation for enhancements to training materials as needed to enhance the overall customer experience
- Analyze/audit inbound and outbound customer calls to identify areas of service delivery that did not meet pre-established performance standards
- Coordinate and conduct targeted group training sessions for new hires and as needed for performance improvement
- Provide structured and timely feedback to team leadership and management
- Investigate customer complaints and issues, provide corrective and preventative actions
- Prepare and analyze internal and external quality reports for management staff review
- Perform other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
501-1,000 employees
