Quality Analyst (Bilingual/Non Bilingual) 6 Openings
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POST DATE 9/2/2016
END DATE 11/1/2016
JOB DESCRIPTIONQuality Analyst (414372)
? Monitors and evaluates, via a variety of call recording and scoring tools, the quality and content of inbound and/or outbound telephone calls and provides feedback.
? Provides continual feedback and information data to management for improvement of call handling skills across multiple products and clients. Maintains thorough and complete performance service level reports, provides QC reports weekly and monthly, provides updates to the operations team, and maintains and verifies the consistency of quality standards. Conduct monthly audit processes to remain compliant ? language line/Florida Relay.
? Coordinates call calibration for Team Leads, Supervisors, and Managers once a month or bi-monthly. Assist Sales Managers or Team Leads in providing real time coaching.
? Assist with creating, defining and implementing areas of opportunity for continual refresher training throughout the call center.
? Position also involves assisting with creating and presenting training materials in a one-on-one and/or classroom style setting to new and existing employees.
? Perform other duties as assigned
? Communication skills are critical. Candidate must be able to effectively and appropriately read, write, and speak English and Spanish. Must be able to handle multiple tasks while working independently, without direct supervision
? Position involves the ability to work at a desk while using a telephone/headset and computer to talk and correspond with employees, Management, corporate contacts as well as customers and clients.
? Must possess strong analytical, organizational, and time-management skills.
? Must be able to maintain a very high level of confidentiality and professionalism in working with both new and existing staff.
? Computer fluency is required, including knowledge of call center software, Microsoft Office and the Internet is essential.
? Must possess a strong desire to provide superior customer experience
? Knowledge of product or client compliance procedures
? Prior Supervisory/Management experience with an emphasis on quality assurance
? Prior Quality Assurance / Quality Monitoring experience in a Call Center atmosphere
? Knowledge of Five 9 and SalesForce
We are an equal employment opportunity employer and will consider all qualified candidates without regard to disability or protected veteran status.