Quality Assurance Analyst

This is a Remote position.

OVERVIEW

Performs Quality Assurance monitoring and analysis to ensure that accurate, and appropriate information is provided in a courteous and professional manner to all members who contact the Contact Center for more than 1-million inbound phone, email, and chat interactions per year.

Complete comprehensive call evaluations and analysis for 135+ agents to assess performance to call standards.

Extracts information from the quality management system to compile, analyze, and complete reports and trends for 135+ agents on a daily, weekly, monthly, and quarterly basis.

Participates in collaborative discussions with training, and management to identify methods to effectively impart to the agents product, and systems knowledge which supports exceptional conversations with the member.

Provides continuous review and recommends enhancements to the customer service quality standards. Prepares and participates in the analysis of quality reports for QA Specialist and contact center management to review.

Remains current on all communications including those related to products, system enhancements, and regulatory changes.

Coordinates with the QA Specialist to provide ongoing feedback to Training regarding identified performance and/or inefficiencies, training opportunities, and recommended systems and process modifications.

Alert Contact Center Management of issues, or behaviors in need of immediate review with the agent.

Participates in monthly call calibration sessions with the contact center management team.

Conducts ongoing Quality Assurance Program review, and communicates change recommendations, to the QA Specialist as appropriate.

RESPONSIBILITIES

• Monitors and evaluates the quality of MSR calls each month
• Analyzes individual and team scores in order to identify training and improvement opportunities. Performance reports to be delivered to QA Coordinator and Senior Manager bi-weekly.
• Participates in all calibration sessions for contact center staff.
• Documents overall performance scores and identifies key, recurring issues across the department. Results are complied with QA Specialist in a unified monthly report presented to Management.
• Coordinates with QA Specialist, and Training to identify performance and/or inefficiency issues, training opportunities, and recommended systems and process modifications to improve Quality scores.
• Other duties as assigned

QUALIFICATIONS

• High school diploma or equivalent
• 2 years call center experience creating, delivering, and managing Quality Assurance Programs to deliver best practices is preferred
• Exceeds performance expectations in their current role
• Exceptional listening and analytical skills
• Exceptional written and verbal communication skills
• Excellent spelling and grammar
• Demonstrated proactive self-starter
• Proficient level knowledge of Microsoft Word, PowerPoint, and Excel
• Strong knowledge of customer care processes and techniques
• Experience providing project support for software upgrades and maintenance releases is helpful

WORKING CONDITIONS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

General office environment with low noise levels

BENEFITS

Benefits package includes medical/dental/vision insurance, flexible spending accounts, 401(k) plan with fully vested matching, PTO, life insurance, short-term disability, long-term disability, holiday pay, loan discounts, service anniversary bonuses, recognition program, employee referral program, and employee activities