Quality Assurance Analyst

SquareTrade, Inc. is currently seeking candidates to fill a Call Quality Assurance Analyst position at our Orlando site. SquareTrade is the only warranty provider with a five star rating for customer service, and it's all based around the idea of doing our very best to treat every customer right. The Quality Assurance Analyst position will be responsible for ensuring our customer-facing interactions consistently meet the high standards of quality that have become the hallmark of the SquareTrade brand.

Qualified applicants Must Possess :
  • Fully Bilingual in English and Spanish is required for this position.
  • Strong Analytical skills with ability to identify key behaviors driving the agent/customer interactions
  • Ability to concentrate and produce accurate evaluations for extended periods
  • Ability to identify and track trends observed in the agent/customer interactions
  • Ability to effectively communicate, and coach to behavioral trends
  • Previous QA Experience in a Call Center, or similar environment. 

Main Job Tasks and Responsibilities:
  • Daily Auditing/silent monitoring of telephone Specialists supporting the various aspects of SquareTrade, Inc.
  • Documentation of internal audits and other quality assurance activities through formalized evaluation process
  • Analyze data to identify areas for improvement and opportunities for training
  • Evaluate audit findings and when necessary, recommend appropriate corrective actions
  • Assure ongoing compliance with quality and industry regulatory requirements
  • Provide coaching/feedback to individual Specialists as well as Team Managers
  • Conduct/participate in recurring call calibration sessions to assure alignment across sites
  • Stay current with new, as well as evolving internal processes and procedures (5 hrs. of phone time, taking inbound calls required quarterly) 

Key Competencies: 
  • Attention to detail
  • Strong self-motivator
  • Excellent communication skills - verbal and written
  • Soft skills (“5 star” quality)
  • Coaching/providing “sandwich” feedback
  • Data collection and analysis
  • Problem analysis and creative problem solving
  • Planning and organizing
  • Critical thinking/decision-making
  • Strong Customer service orientation
  • Collaboration 

Education and Experience: 
  • Bachelor’s Degree preferred
  • Industry certification(s) an advantage
  • Quality auditing and coaching experience required
  • Strong computer skills including, but not limited to, Microsoft Office
  • Salesforce &/or Verint “Impact 360” experience a plus
  • General knowledge of tools, concepts and methodologies of QA
  • Interest in and experience with personal electronics (e.g., cell phones, tablets, laptops, etc.) 

Some of the Benefits of working at SquareTrade include: 
  • Not feeling stuck! This team has exposure to many different parts of the business, making transitioning easy...we work on developing careers based on what people enjoy!
  • Competitive salaries, benefits (medical, dental, vision), Earned PTO, 401k matching
  • Respect for your work-life balance
  • Free lunch once a month
  • A paid volunteer day to give back to the community
  • Company activities (from happy hours, team outings, and picnics in the park to running a 5k)

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