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Job Description
We’re changing the way people think about customer service, and we need your help!
We’re looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.
As Quality Assurance Analyst, You Will…
- Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed
- Complete Quality Assurance and coaching session reports on a weekly basis
- Provide floor support, which can include actively taking phone calls
- Attend and participate in meetings with supervisors and managers to review monitoring lists
- Attend and participate in partner and internal calibration meetings
- Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers
- Report scripting problems or questions from callers to appropriate departments
- Distribute partner and company related correspondence to all CSRs/Tier 2 team members
- Perform other duties as assigned
Job Requirements
As Quality Assurance Analyst, You Have…
- High school diploma or equivalent (required)
- 1 year of front-line contact center experience (preferred)
- 1-2 years of Quality Assurance experience (preferred)
- Intermediate knowledge of MS Excel, MS Word and MS Office (required)
- Ability to type 30 wpm minimum with accuracy
- Strong verbal and written communication skills, including spelling and grammar
- Excellent organizational and time management skills
- Ability to make fair and consistent judgments and decisions
- Ability to multi-task under high-pressure situations
- Ability to solve problems and offer suggestions in a positive and developmental manner
- Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls
- Ability to perform basic mathematical functions to ensure scoring accuracy
- Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
- Availability to work a variety of shifts including early mornings, afternoons, evenings and holidays is required
