Quality Assurance Analyst

<h2 class="iCIMS_InfoMsg iCIMS_InfoField_Job"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Overview</span></h2> <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_Expandable_Text"> <p><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">The&nbsp;<strong>Quality Assurance Analyst</strong>&nbsp;will be responsible for monitoring and scoring calls from all departments on the call center operations floor daily. They will be expected to grade calls by using departmental score sheets entered in VPI Voiceprint &amp; CIC application and bring any major issues to that department supervisor immediately. This person will have a direct role in the improvement of the overall quality of the cell center.</span></p> </div> </div> </div> <h2 class="iCIMS_InfoMsg iCIMS_InfoField_Job"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Responsibilities</span></h2> <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_Expandable_Text"> <ul> <li><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Monitor calls for the entire call center operations floor and score those calls based on the evaluation form for their department. Including sales, retention calls, real alarm events, trouble-shooting calls and account creations, among others as necessary.</span></li> <li><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Keep track of recurring issues heard on the floor and bringing those issues to the attention of the supervisory staff.</span></li> <li><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Work in conjunction with Supervisory &amp; Training staff to recommend training topics and representatives in need of training.</span></li> <li><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Able to communicate effectively with supervisors and managers concerning any issues.</span></li> <li><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Capability to run reports in VPI for quality statistics by department and representative.</span></li> <li><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Support the Quality Assurance Supervisor in all duties related to quality, training and coaching.</span></li> <li><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">The point person to assist all other call center supervisors with locating a call of interest with urgency.</span></li> <li><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Able to confidently review and grade a call with accuracy.</span></li> <li><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">The representative will be expected to meet or exceed a required number of evaluation forms. This number is to be determined and evaluated by the Quality Supervisor.</span></li> <li><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Specialize in locating archived calls.</span></li> <li><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Attend regular call calibration meetings.</span></li> <li><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Closely monitoring any representatives that may need attention or assistance. Communicate any urgent matter which would require quick follow-up or immediate call back to the representative’s supervisor.</span></li> <li><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Due to highly sensitive nature, calls may only be discussed with the employee involved and/or their supervisor.</span></li> </ul> </div> </div> </div> <h2 class="iCIMS_InfoMsg iCIMS_InfoField_Job"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Qualifications</span></h2> <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_Expandable_Text"> <ul> <li><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Demonstrate malleability and aptitude to learn, process and effectively implement new policies and procedures as corporate standards are modified over time</span></li> <li><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Ability to demonstrate professionalism and courteousness in the handling of confidential situations</span></li> <li><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Must be detail oriented</span></li> <li><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Willingness and ability to perform at a high level of competency and accuracy to meet or exceed departmental standards while upholding the best interests of the customer and the company</span></li> <li><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Perform job responsibilities effectively both working in a team and individually</span></li> <li><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Self-motivated and able to take initiative to complete work in a highly accurate manner, within established timelines, guidelines and standards</span></li> <li><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Must possess strong customer service and phone skills, 1-2 years of previous call center experience is required</span></li> <li><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Should have a sound understanding of technology and computer use in the workplace</span></li> <li><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">High school diploma required</span></li> <li><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Clean criminal background check with no felonies and proof of acceptable driving record</span></li> <li><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Willingness to submit to a drug test</span></li> </ul> </div> </div> </div>

Qualifications

• Department: Customer Operations

Benefits

• Offices: Corporate