JOB SUMMARY:

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

DUTIES AND RESPONSIBILITIES:

• Coordinate the activities of any applicable departments to ensure that all quality deadlines are met
• Support the efforts of senior management and operations
• Create uniform and consistent procedures and systems in all aspects and areas of Company functions
• Produce & analyzes statistical data for Company incentive programs
• Complete random audits on client portfolios or specific Agents and review results with the appropriate MC or Senior Management
• Notify the appropriate MC or senior management of any malpractice by an Agent, as identified in the audit process, so that training or disciplinary action may be undertaken as is appropriate
• Record and communicate changes to the Quality Management System to all affected departments within the Company
• Work with employees in each department to improve systems and processes
• Conduct audits of the processes of the Quality Management System to ensure systems are in place, and to identify areas of non-conformance
• Identify opportunities for training on Quality processes and ensure that staff are trained and tested to meet Company requirements
• Champion company core values and other company programs
• Other duties as assigned

SKILLS, EFFORTS, COMPETENCIES, AND OTHER SPECIFICATIONS:

• High School Diploma or Equivalent
• College Diploma or University Degree
• Minimum six months of experience in an Agent position or equivalent work experience
• Previous quality-related experience within or outside of the Company
• Able to apply the technical knowledge and skills required in the specialist and a professional job role and responsibilities in order to achieve the expected outputs.
• Provides superior service to both internal and external customers.

WORKING CONDITIONS:

• Works in a well-ventilated office
• Work from home, if applicable
• Must be flexible to work on various shifts as required
• Frequent sitting, talking on the phone, repetitive typing and writing