Quality Assurance Analyst

Summary

We are seeking a highly motivated and detail-oriented Quality Assurance Analyst to join our dynamic team. In this role, you will play a crucial part in ensuring the highest levels of customer satisfaction by monitoring and evaluating the quality of customer interactions across all channels. You will be responsible for analyzing performance data, identifying areas for improvement, and developing and implementing strategies to enhance customer experience.

Benefits

• • Competitive Base Salary
• • Paid Training
• • Medical, dental, and vision insurance

Responsibilities

• Quality Monitoring:

  • • Monitor customer interactions across various channels to assess agent performance against established quality standards and client expectations.
  • • Analyze call recordings, chat transcripts, and other relevant data to identify trends, patterns, and areas for improvement in customer service.
  • • Conduct regular call audits and provide constructive feedback to agents and teams.
  • • Ensure all deliverables meet minimum acceptable quality levels as defined by customer and third-party organization standards.

• Data Analysis and Reporting:

  • • Collect, analyze, and report on key performance indicators (KPIs) related to customer satisfaction, quality, and agent performance.
  • • Prepare and present trend data and reports to site management, including root cause analysis and actionable recommendations.
  • • Utilize quality monitoring data management systems to track agent and team performance.

Required Skills

• • Proficiency in the use of computer software applications, including Microsoft Word, Excel, and PowerPoint.
• • Experience with call center management software, monitoring systems, and reporting tools.
• • Excellent teamwork and interpersonal skills.
• • Excellent customer service skills.
• • Strong written and verbal communication skills.
• • Ability to effectively communicate complex information to various audiences.
• • Strong analytical and problem-solving skills with the ability to identify root causes and develop effective solutions.
• • Ability to analyze data, identify trends, and draw meaningful conclusions.
• • Strong on confidentiality and professionalism.
• • Maintain a high level of integrity and ethical conduct.
• • Ability to work under pressure and without constant supervision.
• • Excellent time management and organizational skills.
• • Ability to work and adapt in a dynamic and fast-paced environment.

Qualifications

• • Minimum of two years of experience in a Quality Assurance role within a customer service or reservations environment.

Additional Information and Instructions

Note: Background checks and drug screening are mandatory for this position.

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