Contact Center Quality Assurance Analyst Jobs

Work with supervisors and management to drive improvement within and across the Contact Center to ensure a consistent client experience

Perform call monitoring and provide trend data to management team

Provide feedback to contact center supervisors and management

Identify and report technical/contact center issues to appropriate IT group and/or Contact Center management

Strive to improve the customer experience

Analyze data and make decisions on where to focus client experience improvement efforts

Exceptional organizational, time-management, and written and oral communication skills

2-3 years of Quality Assurance Analyst experience in a Call-Center Environment

Exceptional interpersonal skills, ability to interact with all levels of employees within the organization, and be a great teammate

High level of objective reasoning and analytical skills

Ability to learn quickly and maintain high-performance levels in a fast-paced environment

Proactive self-starter that is solution and detailed-oriented and can work with minimal direction

Minimum Experience and Training Requirements:

Any equivalent combination of experience and training.

A conditional offer of employment will require satisfactory completion of a medical examination and drug screening.

Failure to comply with the above application requirements will eliminate you from consideration for this position.

711 (hearing and speech disabilities or other individuals).

REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY

Education, Knowledge, Skills and Abilities Required

Education, Knowledge, Skills and Abilities Preferred

Must have good time management skills.

Manage a roster of agents to meet quality monitoring requirements; daily, weekly and/or monthly.

Associate's Degree in a Business, Healthcare, Psychology or Related Field preferred or equivalent education and/or experience.

Minimum of 3 years of call center experience OR current Patient Access Center team member

Create weekly, monthly, semi-annual and annual reporting for management review.

Bachelor's Degree in relevant field is preferred; additional years of relevant experience may be considered in lieu of a degree

1-3 years’ experience in customer quality assurance or quality control required, which includes performing QA for a Collection or Call Center

Working knowledge of multifunctional call recording quality monitoring solutions (voice and screen capture)

Previous blended (voice, email, and chat) Contact Center quality quantification experience preferred

Excellent verbal and written communication skills

Highly organized, results-driven, with exceptional attention to detail with great end-to-end program management

Experience in building strong working relationships with business partners, application users, project managers, internal IT team, external application consultants

Experience working with product managers, engineering, and sprint cycles

Manage multiple competing priorities through effective organization and communication

5+ years of experience in system analysis, design, and implementation

3+ years of experience working with contact center systems and CRMs (Zendesk, Kustomer, Five 9, Genesis, etc.)

Knowledge of Customer Relationship Management (CRM) systems is beneficial.

Utilize your in-depth knowledge of client-specific call and product requirements to prepare comprehensive reports.

Provide valuable feedback to management to drive quality and operational improvements within the contact center.

Monitor and analyze customer calls to identify areas of improvement in terms of homeowner satisfaction, agent performance, and client requirements.

Efficiently manage and prioritize daily tasks based on business needs and goals.

At least 6 months of previous experience in customer service and contact center roles.

Strong project management skills, including experience managing projects across departments

Supports strategic direction for Contact Center and Customer Experience Planning organization through measurement and analysis of key performance metrics.

Bachelor’s degree in Computer Science, Statistics, Mathematics, Data Science, Business Analytics or related technical discipline; or equivalent experience/training

Experience with data extraction tools and methods (SQL, SAS, Python, etc.)

Experience using internal data warehouse’s (e.g. Mosaic) for data manipulation, extraction, analysis, and reporting

Experience with data visualization software (Tableau or PowerBI)

Desired Knowledge, Skills And Abilities

Knowledge of and experience with contact recording systems

Ability to effectively communicate orally and in writing with co-workers and management team

Minimum of six months contact center agent experience

Minimum of one year contact center quality monitoring experience preferred

Provide unbiased and accurate scoring according to approved criteria definitions, quality standards, knowledgebase, and standard operating procedures (SOPs)

Contact Center Performance Management experience

Ensure sites have efficient processes for information dissemination and testing agent knowledge

Bachelor's degree or 4 years of relevant work experience

2 years of experience in contact center

Strong analytical and problem-solving skills

Strong written and verbal communication skills

Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.

Military move management experience, Military experience and/or immediate family member of a military member while on active duty.

Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.

May perform other related duties and responsibilities as assigned and/or required.

2 years of experience in a contact center environment.

1 year of experience scoring and rating customer interactions in a contact center environment.

Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.

Military move management experience, Military experience and/or immediate family member of a military member while on active duty.

Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.

May perform other related duties and responsibilities as assigned and/or required.

2 years of experience in a contact center environment.

1 year of experience scoring and rating customer interactions in a contact center environment.

Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.

Military move management experience, Military experience and/or immediate family member of a military member while on active duty.

Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.

May perform other related duties and responsibilities as assigned and/or required.

2 years of experience in a contact center environment.

1 year of experience scoring and rating customer interactions in a contact center environment.

Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.

Military move management experience, Military experience and/or immediate family member of a military member while on active duty.

Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.

May perform other related duties and responsibilities as assigned and/or required.

2 years of experience in a contact center environment.

1 year of experience scoring and rating customer interactions in a contact center environment.

Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.

Military move management experience, Military experience and/or immediate family member of a military member while on active duty.

Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.

May perform other related duties and responsibilities as assigned and/or required.

2 years of experience in a contact center environment.

1 year of experience scoring and rating customer interactions in a contact center environment.

Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.

Military move management experience, Military experience and/or immediate family member of a military member while on active duty.

Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.

May perform other related duties and responsibilities as assigned and/or required.

2 years of experience in a contact center environment.

1 year of experience scoring and rating customer interactions in a contact center environment.

Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.

Military move management experience, Military experience and/or immediate family member of a military member while on active duty.

Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.

May perform other related duties and responsibilities as assigned and/or required.

2 years of experience in a contact center environment.

1 year of experience scoring and rating customer interactions in a contact center environment.

Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.

Military move management experience, Military experience and/or immediate family member of a military member while on active duty.

Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.

May perform other related duties and responsibilities as assigned and/or required.

2 years of experience in a contact center environment.

1 year of experience scoring and rating customer interactions in a contact center environment.

Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.

Military move management experience, Military experience and/or immediate family member of a military member while on active duty.

Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.

May perform other related duties and responsibilities as assigned and/or required.

2 years of experience in a contact center environment.

1 year of experience scoring and rating customer interactions in a contact center environment.

Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.

Military move management experience, Military experience and/or immediate family member of a military member while on active duty.

Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.

May perform other related duties and responsibilities as assigned and/or required.

2 years of experience in a contact center environment.

1 year of experience scoring and rating customer interactions in a contact center environment.