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Quality Assurance Analyst

2 months ago

Duluth, Minnesota, United States firstPRO 360 Full time
Job Overview

firstPRO 360 is currently seeking a Quality Assurance Analyst to support our client. In this position, you will operate within a customer service environment, assessing interactions to enhance service quality. The ideal candidate will possess a minimum of 2 years of experience in documenting and delivering constructive feedback on both live and recorded customer interactions.

Key Responsibilities:
  • Evaluates live and recorded communications with a focus on maintaining client standards regarding tone and content.
  • Documents findings and feedback utilizing approved quality assessment tools and systems.
  • Proactively escalates any interactions that significantly deviate from established quality benchmarks.
  • Delivers insightful analyses, trends, and assessment results to management through established reporting mechanisms.
  • Works collaboratively with management to develop action plans and coaching strategies.
Qualifications:
  • EDUCATION: High School diploma or equivalent combination of education and experience.
  • EXPERIENCE: Minimum of 2 years in a Quality Assurance role within a customer service setting.
  • COMMUNICATION: Demonstrates effective and professional communication with colleagues, team members, management, and clients.
  • PROBLEM SOLVING: Strong problem-solving abilities; capable of crafting innovative solutions to complex challenges.
About Us

firstPRO 360 is a professional recruitment agency dedicated to connecting talented individuals with opportunities since 1986. We prioritize building relationships with individuals and organizations to enhance the communities we serve. Our success is rooted in unwavering integrity and a steadfast commitment to delivering value both within our organization and beyond.