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Customer QA Analyst

2 months ago

Melville, United States Public Service Enterprise Group Inc Full time

Job Summary

Work closely with Call Center Department observing, auditing and providing feedback to call center agents on customer calls and emails. Meet monthly goals as it relates to the number of audits that are conducted and completed. Collaborate with QA Analyst peers and QA Manager to ensure consistency among QA scoring and auditing. Provide feedback to management regarding trends and process improvements for Call Center Department. Job Responsibilities

Listen, audit and score call center agent customer calls and emails Provide feedback to Leads and Supervisors regarding the agent's performance as it relates to customer calls. Provide feedback to QA manager regarding trends observed during audits Participate in training new agents on QA process, audits and requirements Job Specific Qualifications

Required Qualifications: A Bachelor's Degree and 2 years of analytical experience; In lieu of a degree, six years of analytical experience will be considered. Demonstrated experience with cross-functional teams and/or process improvement initiatives. Proficient in MS Office (Word, Excel, PowerPoint) Listen, audit and score call center agent calls and emails Provide feedback to Leads and Supervisors regarding agents performance as it relates to customer calls. Provide feedback to QA manager regarding trends observed during audits The ability to work well on Teams, yet also be an individual contributor is highly desirable. Provide feedback as it relates to process improvements Flexibility when working on multiple initiatives simultaneously and often with little/no notice when priorities change. Ability to provide constructive feedback both written and verbal Deep understanding of call center department processes and systems Ability to ensure that strong working relationships are cultivated and maintained Demonstrate analytical skills Desired Qualifications: Advanced degree Minimum Years of Experience

2 years of experience Education

Certifications

None Noted

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