Quality Analyst

BRING YOUR OWN DEVICE

Requirement/s:

• Windows 11 or higher
• 64-bit OS
• Dual monitors (must be connected during validation)
• At least 8GB RAM
• At least 256GB SSD storage
• Intel Core i5 (9th Gen or newer) or AMD Ryzen 5
• 20 Mbps upload / 100 Mbps download speed
• Wired Ethernet connection (Wi-Fi not allowed)
• macOS devices are not supported

JOB PROFILE

• Monitor, evaluate and score inbound or outbound calls against established quality assurance instruments and standards
• Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards
• Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools
• Ensures the call center agents adhere to predetermined quality assurance standards and the business’s standard operating procedures
• Monitor calls to provide feedback regarding telephone etiquette, product information given and procedures
• Conduct / Lead training sessions (as needed)
• Supports and communicates business goals, quality standards, processes and procedures and policies
• Provides performance expectations, action plans and development plans to improve call quality
• Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability and other key metrics as determined

QUALIFICATIONS:

• College Graduate of any four-year course.
• Qualified candidates must have minimum 3 years’ collections experience in call center customer service environment with emphasis on quality improvement:
• Must have previous Quality Assurance Analyst experience in a Call-Center Environment
• Position involves the ability to work at a desk while using a telephone/headset and computer to talk and correspond with customers, Management, employees, corporate contacts, clients
• Must have demonstrated strong organizational, time-management, and written and oral communication skills
• Ability to constructively confront peers and colleagues with value added input, feedback and assessments
• Must have a high level of reason and analytical skills and the ability to be objective
• Candidates must be amenable to work graveyard/nightshift schedule following EST/CST timezone.