Quality Assurance Analyst

The Quality Assurance Analyst is responsible for monitoring and documenting production quality in support of the departmental goals and initiatives. The Analyst evaluates both verbal and written customer contact, participates in the design of all quality monitoring formats and quality standards, and provides coaching for success in executing superior service and quality to customers.

Requirements

• Minimum of 1 year of experience performing Quality Assurance in a call center or other production-oriented service operations environment (or equivalent education and experience)
• Desire and capability to emerge as a leader within the Operations team
• Consistent track record of 95% + in Quality and Production scores in current/previous roles
• Proficient understanding of QA methodologies and quality monitoring practices
• Demonstrated ability to rapidly gain product, process and tools knowledge and effectively communicate it to employees
• Ability to analyze data to identify root causes of quality issues and propose actionable solutions
• Excellent communication skills including listening, interpersonal, verbal, written, spelling and grammar
• Ability to coach/motivate employees with tact in order to facilitate optimal performance
• Maintain confidential information and abide by necessary rules and regulations
• Strong organizational, problem-solving, and analytical skills
• Manage conflicting priorities while clearly communicating and managing expectations
• Proficiency in Word, Excel and PowerPoint for presentations and reports
• Flexible and able to multitask and work with changing priorities with enthusiasm
• Self-motivated, detail-oriented and prepared to work independently or as an active team player
• Ability to remain focused and motivated during the auditing process

Benefits

• Competitive compensation and annual bonus program
• 401(k) retirement program with company match
• Company-paid life insurance
• Company-paid short term disability coverage (location restrictions may apply)
• Medical, Vision, and Dental benefits
• Paid Time Off (PTO)
• Paid Parental Leave
• Sick Time
• Paid company holidays and floating holidays
• Quarterly company-sponsored events
• Health and wellness programs
• Career development opportunities