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Quality Assurance Analyst

3 months ago

Canton, United States Westinghouse Electric Company Full time

We are seeking a highly organized and detail-oriented Quality Analyst to join our team. In this role, you will ensure the highest quality standards are met.

Location:Juno Beach, FL (100% OnSite)

Job Specific Description:

Quality Assurance Specialist Responsibilities:

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.

Job Duties:

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 andthird-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