Customer Service QC Analyst I

Quality Control Analyst Job Description

Business Title

Quality Control Analyst

Position Title

Quality Control Analyst I

Reports to

Customer Service Supervisor

Department Purpose

• Evaluates customer interactions to provide feedback and recommendations for process improvements that impact performance and customer experience

Job Purpose

• Responsible for monitoring customer interactions to provide feedback and recommendations for process and performance improvements

Duties and Responsibilities

• Generate call evaluations in Success KPI Conversation Analytics program to provide leadership with feedbackto improve the customer experience

• Generate audits to identify outliers in team performance or initiative impacts and report findings

• Evaluate customer calls/chat/email messages to measure effectiveness of process changes, training and skills coaching.

• Audit reporting for agent outliersin center performance to help identify training opportunities for existing staff

• Identify process improvement opportunities

• Responsible to generate root cause analysis and offer solutions to present for leadership

• Partner with leadership on pending initiatives to verify compliance and offer feedback and solutions for a cost savings outcome.

• Complete all required data entry for administrative support as needed

• Maintain professional working relationship with internal and external customers, customer service management and colleagues.

• Must be able to comply with PCI guidelines

• Other duties as assigned

Qualifications

State the minimum qualifications required to successfully perform the job. These are the qualifications that are necessary for someone to be considered for the position.

Required Qualifications include:

• 1 year of call center customer care experienceand/or quality experience preferred

• Strong attention to detail, exceptional listening, and analytical skills

• Excellent communication skills both written and verbal required

• Excellent organizational skills and ability to handle multiple tasks under deadlines

• Strong knowledge of customer care processes and technique

• Demonstrated ability to work well in a team environment

• Experience utilizing Genesys Cloud software

• Ability to work flexible schedule, including weekends and holidays. Must be dependable and consistently punctual for all schedules shifts.

• Ability to prioritize work, manage time effectively and work successfully in a fast paced, multi-faceted environment.

• Proficient with a PC including Microsoft Office suites, Email, Excel Word and Teams

• Self-motivated, creative, flexible, willing to take initiative, be accountable, and able to effectively handle multiple tasks simultaneously.

• Demonstrate a high level of accuracy and attention to detail

• Must be able to accurately complete basic math calculations

Direct reports and/or Org Chart

Reports directly to the Customer Service Supervisor

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