Quality Assurance Analyst
Reports To: The Quality Assurance Analyst will report to Quality Assurance Manager
Through monitoring, auditing, evaluation and coaching, the Quality Assurance Analyst will work with contact center leaders to ensure that all representatives are providing a world class customer service experience in all customer interactions. The Quality Assurance Analyst will also assist with identifying areas of service improvements and help to develop programs that improve the overall quality of the customers experience.
Responsibilities and Duties:
Evaluate call recordings.
Monitor and review data, helping to chart and improve the customers experience.
Facilitate regular calibration meetings.
Advocate for an excellent customer experience.
Determine weaknesses in performance and establish solutions to improve.
Act as a liaison between departments.
Document and share necessary information with leadership to support effective representative feedback.
Monitor the effectiveness and quality of incoming calls, as well as the effectiveness of training received on products, services, system applications, etc.
Bachelors degree preferred (or equivalent experience).
Previous Quality assurance experience in a contact center setting preferred.
Previous coaching and training experience preferred.
Excellent oral and written communication skills.
High computer literacy. Proficient in Word, Excel, Power Point.
Ability to perform in a fast paced, deadline-oriented work environment.
Ability to work independently on weekly tasks, projects and as a member of a team.
Ability to multi-task and organize and prioritize workload.
Ability to quickly learn new software and applications.
Ability to complete repetitive tasks quickly and efficiently without issue or error.
Aptive Pest Control