Quality Assurance Analyst

We are searching for a dedicated, supportive Quality Assurance Analyst who can coach, train and motivate call center representatives as they field service and sales calls from customers. The Quality Assurance Analyst will work side by side with Customer Experience Managers in assisting coaching and developing agents to ensure that every agent is well prepared to take our customers' calls and following quality guidelines. The Quality Assurance Analyst position is responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and drive results program wide. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be supportive and prepared to act as a resource to agents.

To succeed as a Quality Assurance Analyst, you should be analytical, non-biased and a problem solver. You should focus on ways to continually develop the team to offer even better customer service. You should exhibit the ability to make decisions independently on quality processes and methods to ensure top level customer care at all times. Conduct one on one coaching sessions to identify gaps in learning and implement training and goals to improve.

Responsibilities : Hiring, training, and preparing Customer Care Representatives to respond to customer questions and complaints and troubleshoot service problems. Ensuring agents understand and comply with all call center objectives, performance standards, and policies through actions such as call monitoring and report auditing. Answering agent questions regarding best practices or difficult calls. Identifying operational issues and suggesting possible improvements. Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary. Preparing reports and analyzing data to assist management as they determine call center goals. Working with other supervisors and management team members to support agents and maximize customer satisfaction.

Requirements : College degree preferred and / or 10+ years customer service supervisory experience required. Sales and customer service training experience highly preferred. Strong ability to communicate and evaluate performance, Coach using SMART objectives and develop employee performance. Excellent problem solving, leadership, and motivational skills. Proficiency with technology, especially computers, software applications, and phone systems. Exceptional verbal and written communication skills. Analytical, efficient, and thorough. Ability to consistently execute new ideas and work simultaneously on multiple projects in varying stages. Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours. Experience working in a matrixed organization.

It was recommended, for what you might be looking for

BS+3 or 4 of professional experience or High School + 7 years of related experience.