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Care Center Quality Analyst

3 months ago

Juno Beach, Florida, United States Synergy Business Consulting, Inc. Full time

Quality Assurance Specialist Responsibilities:

  • Conduct audits of customer support interactions to ensure compliance with quality assurance policies and procedures.
  • Document quality assurance activities and generate audit reports.
  • Communicate quality assurance policies and procedures to support associates.
  • Report support associate performance to the quality team and provide improvement suggestions.
  • Investigate deviations from standards.

Job Duties & Responsibilities

  • Conduct monthly call quality evaluations for the company and third-party vendors.
  • Create and update quality questionnaires for call observation forms.
  • Organize quality calibration sessions with Call Center Supervisory team and third-party vendors for consistency.
  • Develop and manage QA reporting for distribution to staff and department management.
  • Ensure accuracy of agent reports to enhance agent performance and achieve department goals.
  • Offer agent coaching to support customer growth initiatives.
  • Provide training and clarification on process questions to agents individually and in small groups.
  • Identify trends, present analysis with supporting information, and suggest process improvements to training and management teams.
  • Maintain knowledge on compliance rules and company policies to mitigate potential business risks.
  • Perform other assigned job-related duties.

Required Qualifications

  • High School Graduate / GED
  • Experience: 3+ years

Preferred Qualifications

  • Associate's Degree