The QA Analyst evaluates call center performance, recommends improvements, drafts policies, investigates complaints, and analyzes reports while collaborating across departments.
SUMMARYThe Quality Assurance (QA) Analyst is responsible for assessing the quality of the performance of ViaPlus call and contact center employees who deal with existing and potential customers. The QA Analyst will listen to and monitor inbound and outbound calls, review emails responses to assess communication technical accuracy, evaluate customer service performance, and conformity to ViaPlus policies and procedures. The successful candidate will work closely with various departments to assess processes and recommend potential improvements.MAJOR DUTIES AND RESPONSIBILITIESThe following items outline the major duties and responsibilities in addition, other duties may be assigned.
While performing the duties of this job, the employee is regularly required to sit; use the computer for an extended period; use a keyboard for typing; and talk and hear. The employee is required to have the ability to stand, walk, reach with hands and arm, stoop and kneel and travel in an airplane.
WORK ENVIRONMENTThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The typical noise level in the environment is usually moderate to low.
Some Travel may be required.
- Evaluate English and Spanish customer interactions to identify areas of service delivery that meet performance standards and areas that did not meet performance standards.
- Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
- Assist in drafting quality assurance policies and procedures.
- Investigate customer complaints and customer service issues.
- Interact with operations during QA Calibration Sessions.
- Provide feedback in accordance with procedures to Quality Manager, Call Center Operations, and Call Center Leadership. Provide timely coaching requests to Supervisor to ensure continuous improvement.
- Participates in the design of call monitoring processes and scorecards.
- Uses quality monitoring data to compile and track performance at team and individual level.
- Provides actionable data to various internal support groups as needed.
- Prepares and analyzes internal and external quality reports for management staff review.
- Other duties may be assigned
- Strong analytical and problem-solving skills.
- Excellent communication skills, both written and verbal. (Bilingual Preferred)
- Meticulous attention to detail.
- Ability to develop, create, and utilize spreadsheet software (Microsoft Excel), and Word processing software (Microsoft Word) daily.
- Strong organizational skills with ability to meet deadlines.
- Writes with proper grammar, punctuation, and professionalism.
- Experience performing quality audits.
- Familiarity with quality performance standards.
- Experience with QA procedures and tools.
- Demonstrates ability to work independently.
- Experience working with Quality Management Systems.
- Data analysis skills.
- 3+ years as Call Center Experience
- Quality Assurance Experience a plus
- Bachelor's degree in applicable field of study preferred or equivalent combination of education, certification and job experience may be considered.
While performing the duties of this job, the employee is regularly required to sit; use the computer for an extended period; use a keyboard for typing; and talk and hear. The employee is required to have the ability to stand, walk, reach with hands and arm, stoop and kneel and travel in an airplane.
WORK ENVIRONMENTThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The typical noise level in the environment is usually moderate to low.
Some Travel may be required.
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