Quality Assurance Analyst

About the Job

We’re changing the way people think about customer service, and we need your help! 

We’re looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.

As Quality Assurance Analyst, You Will…

• Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed

• Complete Quality Assurance and coaching session reports on a weekly basis

• Provide floor support, which can include actively taking phone calls

• Attend and participate in meetings with supervisors and managers to review monitoring lists

• Attend and participate in partner and internal calibration meetings

• Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers

• Report scripting problems or questions from callers to appropriate departments

• Distribute partner and company related correspondence to all CSRs/Tier 2 team members

• Perform other duties as assigned

As Quality Assurance Analyst, You Have…

• High school diploma or equivalent (required)

• 1 year of front-line contact center experience (preferred)

• 1-2 years of Quality Assurance experience (preferred)

• Intermediate knowledge of MS Excel, MS Word and MS Office (required)

• Ability to type 30 wpm minimum with accuracy

• Strong verbal and written communication skills, including spelling and grammar

• Excellent organizational and time management skills

• Ability to make fair and consistent judgments and decisions

• Ability to multi-task under high-pressure situations

• Ability to solve problems and offer suggestions in a positive and developmental manner

• Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls

• Ability to perform basic mathematical functions to ensure scoring accuracy

• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

• Availability to work a variety of shifts including early mornings, afternoons, evenings and holidays is required