Quality Assurance Analyst

About the Job

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
  • 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

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
  • Ability to work a variety of shifts including days, afternoons, evenings and holidays

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