Quality Analyst – Customer Service

Job title: Quality Analyst – Customer Service
Location: Temple, TX
Education: High School Diploma
Experience: 2+ years of quality analyst experience

Job Summary

• Analyses and measures the effectiveness of existing contact center processes and develops sustainable, repeatable and quantifiable process improvements. Collects and analyzes contact center activity data and initiates, develops and recommends improvements to systems, processes and procedures to increase productivity and reduce cost. Monitors resource requirements, call volume, quality and efficiency of customer contact center operations. Collaborates with training resources to provide training on improved processes.

Roles and Responsibilities:

• Performs root-cause analysis, identifying issues and trends. Provides feedback and assistance to management for developing resolution to the identified issues
• Effectively and appropriately interact with team members who have varied backgrounds and temperaments
• Must remain professional at all times while working and communicating with clients, and employees.
• Through coaching, ensures agent quality guidelines and metrics are achieved
• Monitor team’s calls(live and recorded) and emails to proactively identify potential problems and coach them.
• Should have an eye for details and should be in a position to analyze trends.
• Meet or exceed all deadlines for reporting, monitoring/coaching and preparing quality performance dashboard for the program
• To be actively involved in team and client meetings/calls
• To be actively involved in floor support
• Train employees on QA guidelines and any
• Participate in weekly external and internal calibrations
• Work on special projects and other duties/responsibilities as business requires
• Demonstrate teamwork by supporting and assisting other team members as necessary
• Demonstrate flexibility by working varying shifts and responding to unanticipated events

Required and Desired Skills:

• Knowledge of Microsoft Office
• Able to provide and receive coaching and feedback
• Able to multi-task
• Have good planning, organizing and problem-solving skills
• Able to encourage, motivate and provide recognition
• Working knowledge of the quality policies and procedures
• Prior quality assurance experience (in a customer service call center setting) is preferred.
• Previous experience in providing coaching and feedback in call center environment.
• Deep understanding of contact center QA best practices (with call/chat/email monitoring, calibrations, scoring)