What you'll do
- Monitor, record, review and evaluate Voice, Email, Chat and Social contacts
- Coach CSRs and Tier 2 teams on service quality and procedural compliance
- Complete weekly quality assurance and coaching session reports
- Provide floor support, including actively taking phone calls
- Participate in meetings to review monitoring lists
- Participate in partner and internal calibration meetings
- Research escalated issues and co-deliver coaching with Team Leaders and Operation Managers
- Report scripting problems and caller questions to appropriate departments
- Distribute partner and company correspondence to CSRs and Tier 2 team members
- Perform other assigned duties
Key requirements
- Quality assurance, quality scoring and multichannel contact monitoring
- Coaching and quality calibration
- MS Excel, MS Word and MS Office
- Typing accuracy and basic mathematics
- Verbal communication, written communication and active listening
- Problem solving and contact center operations
- General Studies
About the job
We’re looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.
As Quality Assurance Analyst, You Will…
Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed
Complete Quality Assurance and coaching session reports on a weekly basis
Provide floor support, which can include actively taking phone calls
Attend and participate in meetings with supervisors and managers to review monitoring lists
Attend and participate in partner and internal calibration meetings
Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers
Report scripting problems or questions from callers to appropriate departments
Distribute partner and company related correspondence to all CSRs/Tier 2 team members
Perform other duties as assigned
As Quality Assurance Analyst, You Have…
High school diploma or equivalent (required)
1 year of front-line contact center experience (preferred)
1-2 years of Quality Assurance experience (preferred)
Intermediate knowledge of MS Excel, MS Word and MS Office (required)
Ability to type 30 wpm minimum with accuracy
Strong verbal and written communication skills, including spelling and grammar
Excellent organizational and time management skills
Ability to make fair and consistent judgments and decisions
Ability to multi-task under high-pressure situations
Ability to solve problems and offer suggestions in a positive and developmental manner
Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls
Ability to perform basic mathematical functions to ensure scoring accuracy
Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
Availability to work a variety of shifts including early mornings, afternoons, evenings and holidays is required
