Quality Assurance Analyst (Call Center)

ClassWallet (we provide FinTech solutions to the education and public sector ecosystems) is seeking an experienced Quality Assurance analyst to support our continued growth. The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our contact center associates who deal with our existing and potential customers. The QA will monitor and assess all contacts from the customer success teams including but not limited to voice contacts, e-mail, chat, and salesforce cases. In association with contact monitoring the QA will also assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and compliance procedures.This individual will assist in developing, creating and implementing Call Center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall Classwallet customer’s experience.

Responsible for

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to the Operations Leadership team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Performs monitors of customer care email responses.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for Call Center staff.
• Provides feedback to Call Center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Perform other duties as assigned.

Requirements

• 5-7 years Call Center Experience
• Bachelor Degree a plus
• Excellent verbal, written and interpersonal communication skills;
• Outstanding customer service skills and dedication to providing exceptional customer care;
• Must be self-motivator and self-starter;
• Focus on quality and customer service;
• Exceptional listening and analytical skills;
• Solid time management skills;
• Must be able to effectively deal with people at all levels inside and outside of the Company;
• Creative ability & writing proficiency;
• Ability to multitask and successfully operate in a fast paced, team environment;
• Must adapt well to change and successfully set and adjust priorities as needed;
• Must be proficient with Microsoft Office (intermediate Word, basic Excel);
• Bi-lingual a plus

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability