Quality Analyst – Call Center

Job Summary:

Monitors and evaluates inbound and outbound interaction quality. Tracks issues in the quality monitoring systems or tools and analyzes the results. Provides feedback to improve performance and develops training programs

Responsibilities:

• Analyzes and audits call recordings (both inbound and outbound) in order to provide trend data and feedback to call center team leaders and senior management.
• Listens to call recordings and provide insight and solutions to operational management to maximize lead conversion and customer satisfaction
• Ensures the call center agents adhere to pre-determined quality assurance standards and the business’s standard operating procedures
• Collaborate with supervisors to share call quality performance issues and provide regular reports on overall performance and trends.
• Identify and support other opportunities for quality improvement across the team.
• Develop materials and process documentation to support training, as needed.
• Performs other duties as assigned.

Skills Requirements:

• 1 or more years of call center experience.

Education Requirements:

High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Listen, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.