Seasonal Quality Assurance Analyst

Team: Quality

Location: Tempe, AZ, El Paso, TX, Salt Lake City, UT

Commitment: Full-Time

Workplace Type: onsite

Salary:

Essential Functions

• Support and communicate with operations and training stakeholders by providing critical insight, escalations, data analysis and reporting to meet both internal and client requirements.
• Listen to recorded or live call interactions to assess the student employee’s adherence to the client’s compliance policies and procedures.
• Evaluate calls to ensure proper call handling, use of workflows and compliant tool usage.
• Analyze product knowledge, problem-solving abilities, communication, and navigational skill set demonstrated by the student and record the findings. 
• Conduct coaching and feedback sessions based on evaluation results.
• Identify quality alerts such as trends, compliance or quality defects and other areas of opportunities based on evaluation data; create a root cause analysis to recommend solutions and best practices for improvement.
• Responsible for accurate and timely reporting on a rolling basis; track and maintain key quality metrics, evaluations, and coaching records.
• Calibrate and meet regularly to review team performance with operations and training leadership to ensure consistency and accuracy of the evaluation process.
• Quality analysts are subject to an audit for development purposes and may assist in the maintenance of service levels by providing phone coverage if necessary.

Education/Experience

• Bachelor’s or associate degree in a business-related field preferred.
• A minimum of 1 to 2 years of quality analyst experience or equivalent combination of education and experience.
• At least 1- 2 years of previous customer service; contact / call center environment experience preferred.

Specific Skills

• Excellent verbal, written, and interpersonal communication skills.
• Ability to remain unbiased, professional, and consistent in their findings.
• Detailed oriented, possess analytical skills and ability to interpret data.
• Demonstrated ability to work well in a team environment.
• Attitude and ability to provide exceptional customer service.
• Flexibility to adapt to changing priorities and business practices.

Specialized Knowledge

• Intermediate level of knowledge/familiarity with PC hardware and software.
• Intermediate excel proficiency- must be able to add/edit/remove formula-based rule formatting, data validations, and other fail safes to ensure reliable analytical output.
• Strong knowledge of customer care processes and techniques.