Quality Analyst
Description
Description
The Quality Analyst (QA) will be a member of the Quality Assurance team responsible for monitoring, measuring and improving performance standards.
The Quality Analyst
will project a professional image and be a model of excellence for the team.
Primary duties & responsibilities:
- Works
in conjunction with Quality Assurance Manager and Management team to
ensure success of the customer service unit
- Following
training, becomes a subject matter expert in client’s benefit programs and
processes, as well as with the service center’s identified internal
operating processes
- Collaborates
with Quality Assurance Manager to identify and recommend efficiencies and
process improvements and participates in process improvement initiatives
- Understands
call quality scorecard and score guidelines and utilizes to properly
evaluate individual calls and transactions
- Assists
with call monitoring and evaluation by listening to recorded calls as well
as executing simultaneous side by side call review with team members
- Documents
each call monitoring session in detail
- Compiles,
prepares and analyzes quality reports and performance trends on an
identified established basis and makes recommendations for process.
Identifies key recurring issues
- Performs
periodic consultation sessions with individuals and small groups to assist
with individual performance reporting and coaching
- Participates
in external and internal calibration and observation sessions to ensure
consistency in the evaluation process
- Provides
phone support as needed to ensure the success and achievement of required
departmental call metrics
- Responsible
for accuracy in all documentation
- Creates,
implements and updates required quality statistical reports
- Assists
in the administration of the QA Rewards & Recognition Program
- Manages
assigned workload, setting goals, prioritizing work, evaluating results
and taking corrective action as needed
- Works
with a high level of Integrity and maintains confidentiality
- Operates
with intense dedication to the success of our external and internal
clients
- Performs
all other job duties/tasks as assigned
Experience/qualifications:
- Minimum
2 years Call Center experience
- Post-secondary
education or equivalent experience
- Exceptional
understanding and command of the principles of coaching and feedback, with
the ability to provide effective feedback across a wide variety of roles,
performance situations and employee personalities and learning styles
- Quality
call monitoring experience preferred
- Superior
interpersonal skills and ability to effectively listen and communicate
complex information in a clear and concise manner to motivate and inspire
agents to higher levels of performance
- Communicates
effectively and appropriately; uses good judgment as to what to
communicate and to whom, engages the contributions of people at all
levels, embraces diversity and can prepare effective written documents
- Must be
able to work well in a team environment
- Bilingual
a plus
Note:
To apply, please go to http://www.kencall.com/cats/careers and apply Online. Applications through
any other channels will NOT be accepted.
