Job Description

JOB DESCRIPTION

Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer. The QA will monitor inbound and outbound call and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall XYZies customer’s experience.

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to site management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Provides feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Perform other duties as assigned.

KNOWLEDGE, SKILL SET & QUALIFICATIONS REQUIRED

3 years Call Center Experience

Bachelor Degree is a plus

Excellent verbal, written and interpersonal communication skills

Outstanding customer service skills and dedication to providing exceptional customer care

Must be self-motivator and self-starter

Focus on quality and customer service

Exceptional listening and analytical skills

Solid time management skills

Must be able to effectively deal with people at all levels inside and outside of the Company

Creative ability & writing proficiency

Ability to multitask and successfully operate in a fast paced, team environment

Must adapt well to change and successfully set and adjust priorities as needed

Must be proficient with Microsoft Office (intermediate Word, intermidiate Excel)

BI-LINGUAL SPANISH & ENGLISH