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Call Center Quality Analyst

4 months ago

Juno Beach, United States Gravity IT Resources Full time

Job Title: Quality Analyst (Call Center)

Location: Juno Beach

Work Authorization: USC/GC Holder

Job Type: 3 month Contract to Hire


Job Overview:

  • Perform routine audits of customer support interactions to ensure adherence to quality assurance policies and procedures.
  • Documenting quality assurance activities and creating audit reports.
  • Communicate quality assurance policies and procedures to support associates.
  • Communicate support associate performance to the quality team and make recommendations for improvement.
  • Investigate deviations from standards.


Responsibilities:

  • Executes call quality evaluations monthly for Company and third-party vendors
  • Creates and maintains quality questionnaires for call observation forms
  • Plans and hosts quality calibration session with Call Center Supervisory team and third-party vendor representatives to ensure consistency
  • Develops and maintains QA reporting for distribution to staff and department management team
  • Ensures agent reports are accurate to support agent performance and department goals
  • Provides agent coaching that support all customer growth initiatives
  • Meets with agents individually and in small groups to train and clarify process questions
  • Identifies prevalent trends, presents supporting information with analysis and recommends process improvements to training and management teams
  • Maintains working knowledge regarding compliance rules and company policies to ensure Customer Service reduces potential business risk
  • Performs other job-related duties as assigned


Required Qualifications

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


Preferred Qualifications

  • Associate's Degree