Abeka Quality Assurance Analyst

Dedicated to Excellence, Committed to Service

Abeka Quality Assurance Analyst

The Quality Assurance Analyst monitors inbound and outbound interactions. This role will be responsible for tracking issues observed in the quality program and analyzing results. This person will need to become a subject matter expert on Abeka products, policies, and procedures.

Customer Service

Understand Abeka policies completely. Have a working knowledge of all products. Be an expert on the procedures used within customer service. Participate in calibration sessions with management team. Review and investigate customer survey responses for the contact center.

Monitor Calls

Monitor incoming and outgoing agent interactions, via voice, email, and chat, to ensure agents are interacting with customers in accordance with Abeka guidelines. Measure agent quality performance to align with company objectives and requirements. Observe interactions in three different ways : live, recorded, and side-by-side while communicating feedback to encourage preferred behaviors and practices, improving the customer experience.

Process Improvement and Reporting

Evaluate and improve processes to increase efficiency and customer satisfaction. Identify opportunities to increase agent knowledge and keep policies and procedures up-to-date. Identify trends and areas of opportunity for additional training. Gain the confidence and trust of others by demonstrating professionalism and expertise in all situations.

Employee Development

Provide feedback to improve performance and help develop quality training plans for new and existing employees. May assist supervisors in coaching agents that need additional help in the quality program.

FLSA Status - Scanning (Non-exempt)

Education : HS Preferred. Education : College Degree.

Required Experience : 1+ years in customer service, 1+ years in management. Preferred Experience : 1+ years in customer service management.

Physical Requirements and Skills : Computer Literacy, Customer Service, Microsoft Applications, Oral Communications, Written Communication.