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Quality Assurance Analyst

Charlotte, North Carolina, United States

Overview

The Quality Assurance Analyst 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 & 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.

Responsibilities

  • 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.
  • Keep track of recurring issues heard on the floor and bringing those issues to the attention of the supervisory staff.
  • Work in conjunction with Supervisory & Training staff to recommend training topics and representatives in need of training.
  • Able to communicate effectively with supervisors and managers concerning any issues.
  • Capability to run reports in VPI for quality statistics by department and representative.
  • Support the Quality Assurance Supervisor in all duties related to quality, training and coaching.
  • The point person to assist all other call center supervisors with locating a call of interest with urgency.
  • Able to confidently review and grade a call with accuracy.
  • 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.
  • Specialize in locating archived calls.
  • Attend regular call calibration meetings.
  • 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.
  • Due to highly sensitive nature, calls may only be discussed with the employee involved and/or their supervisor.

Qualifications

  • Demonstrate malleability and aptitude to learn, process and effectively implement new policies and procedures as corporate standards are modified over time
  • Ability to demonstrate professionalism and courteousness in the handling of confidential situations
  • Must be detail oriented
  • 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
  • Perform job responsibilities effectively both working in a team and individually
  • Self-motivated and able to take initiative to complete work in a highly accurate manner, within established timelines, guidelines and standards
  • Must possess strong customer service and phone skills, 1-2 years of previous call center experience is required
  • Should have a sound understanding of technology and computer use in the workplace
  • High school diploma required
  • Clean criminal background check with no felonies and proof of acceptable driving record
  • Willingness to submit to a drug test

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