Quality Analyst

Brand
Description

This is a hybrid position and will require the agent to work 3 days in the contact center each week. If unable to remote, the agent will be on-site all 5 days.

• Quality Analyst audits (and is held accountable for) key metrics of the brand and Service Center including: close ratio, RPO, IPO, quality assurance scores, average order size, Quality Compliance, CSAT scores, etc.
• Audit a representative sampling of Sales and Service Specialists workload for monitoring/coaching. This sampling may include phone calls, emails, data entry, chat sessions, and other relevant samplings. Scores (calibrates) and reviews and provides agent coaching
• Audit specialty workloads as needed, ensuring clear and effective communication with all internal and external contacts
• Responsible for teaching skills needed to achieve Brand goals and ensuring compliance and effectiveness of those skills
• Maintains and identifies agent performance data, trending opportunities day over day and week over week, and provides feedback to team managers and the Quality Assurance team
• Analyzes data and identifies performance gaps (in the Brand’s process/procedure) and provides feedback to Service Center Leadership
• Informs of the agent’s receptiveness to receiving feedback to their team supervisors
• Alerts Site Leadership, IT Representative or H&D Representatives when an environmental deficiency exists (i.e. extra noises, headset quality, etc.)
• Recommends ideas and procedural changes to promote teamwork and positively impact performance metrics
• Participates in weekly/monthly calibration sessions with H&D internal and external Quality Assurance and Operations Support Teams
• Ensure that each Site is represented, and appropriately executing an Excellence Plus Customer Experience
• Ensure processes are being performed correctly, and discuss any trends and possible solutions, action plans and next steps
• Performs other duties as assigned
• Responsible for remaining updated and knowledgeable on all new policies/procedures, and effectively applying to audits and coaching strategies
• Participate in training to acquire knowledge of other brands within the Enterprise, and use that knowledge to support Enterprise Quality initiatives as needed, during peak and non-peak season
• Travel as Needed

Requirements

• Associate degree or equivalent combination of education and\or work experience.
• Excellent written and verbal communication skills; strong interpersonal skills
• Excellent organizational skills and an aptitude for detail
• Ability to work independently and collaboratively
• Proven ability to coach/motivate a team to performance metrics
• Ability to train and motivate others.
• Familiar with Office 365, Google, Outlook, and its suite of applications
• Proficient in Microsoft Applications: Word, Excel, Outlook and Microsoft Project.
• Ability to define problems, collects data, establish facts, and identify/analyze trends.
• Ability to handle multiple projects simultaneously and work under stringent deadlines
• Previous Service Center and/or Quality Assurance experience
• Travel as Needed

Minimum System Requirements 

Network (internet): 

• Download speed 5mbs, Upload speed 3mbs (preferable a wired connection NOT wireless)

Hardware (PC):

• Windows 10 operating system or current Apple IOS
• 8 Gigabytes of RAM
• 50GB available space on your Hard Drive
• 9-10th Gen Intel or AMD Ryzen CPU (if you bought your pc/laptop in the last 2 years the CPU is most likely comparable to these suggestions)

Required:

• Apple or Windows PC Laptop or Desktop computer
• NO Chromebook, iPad, tablet PCs, smart watches, smart phones (as a computer), etc.

Required:

• USB headset with microphone

Required: 2 home monitors or screens with a minimum 1024 x 768 resolution.

• Required: Mouse/touchpad and keyboard
• Required: Cellphone or landline (For DUO only)
• Required: Working PC Camera

INDCH

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