Call Center Quality Assurance Analyst

3 weeks ago

Oklahoma City, Oklahoma, United States CAI Full time

Job ID Number

R3535

Employment Type

Full time

Worksite Flexibility

Remote

Job Summary

As a Call Center Quality Assurance Analyst, you will be responsible for evaluating and improving customer service interactions.

Job Description

We are looking for a Call Center Quality Assurance Analyst . This position is responsible for evaluating and improving customer service interactions for our Partner team (Tier 1, including Levels 1 and 2). The role includes identifying opportunities for process improvements and efficiencies and providing detailed and constructive feedback to our partner team. Working alongside the Quality Team, this role will contribute to the development and refinement of quality assurance tools and processes, driving continuous improvement in the strategic direction of the center and supporting a quality customer experience. The ideal candidate will be a team player with great attention to detail, a passion for customer experience, and a commitment to making processes better and more efficient. This position is full-time and remote .

What You'll Do

  • Conduct regular quality evaluations of customer interactions handled by Tier 1 agents, ensuring adherence to company quality standards and an elevated support experience
  • Participate in calibration sessions with leadership and other analysts to ensure consistent, fair, and productive quality evaluations
  • Identify opportunities for process improvements and efficiencies withing the Tier 1 team and communicate these with Quality Leadership
  • Provide detailed and constructive feedback to agents to help close performance gaps, identify training and resource opportunities, and to enhance overall service quality
  • Contribute to knowledge and training resources
  • Collaborate with quality teams and quality leadership to help refine quality assurance tools and processes
  • Generate and analyze quality reports to provide actionable insights and recommendations
  • Contribute to a team-oriented environment by sharing credit and supporting colleagues in achieving high performance standards
  • Adhere to deadlines and maintain a high level of accountability in all tasks and responsibilities

What You'll Need

Required:

  • Highschool diploma, Bachelor's degree preferred or equivalent experience
  • Previous experience in customer service / technical support roles, especially within a BPO environment
  • Beginner/Intermediate proficiency in Microsoft Office package, especially Microsoft Excel
  • Strong attention to detail and ability to identify areas for improvement
  • Excellent communication skills, both written and verbal, to effectively convey quality findings and recommendations
  • Analytical mindset with the ability to think strategically and make data-driven decisions
  • Passion for customer experience and a continuous improvement mindset
  • Ability to work independently and autonomously within a remote environment with equal ability to collaborate well within a team environment
  • Familiarity with CRM systems; experience with quality management tools is a plus
  • High level of integrity and commitment to maintaining confidentiality and objectivity in quality evaluations
  • Ability to adhere to deadlines and to demonstrate accountability in all tasks

Physical Demands

  • Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards.
  • Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
  • Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor.

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or – 8111.

Equal Employment Opportunity Policy Statement

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.


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