Note: IMPORTANT. —Not looking for Manufacturing Industry Quality Assurance Analyst. —
Essential Duties and Responsibilities include the following. Other duties may be assigned:
-Monitor and evaluate agents on soft skills and product knowledge.
-Address and resolve quality issues throughout the customer journey support interactions.
-This position has no direct supervisory responsibilities, but does serve as a coach and mentor for angents and other possitions.
-Accept responsibility of training and preparing new employees for this position.
-Understand and define overall quality requirements wherever needed.
-Collecting, compiling, and analyzing statistical QA data to help identify areas for improvement.
-Participating in QA team calibration as well as interdepartmental feedback sessions.
To perform the job successfully, an individual should demonstrate the following competencies:
-At least two years of call center experience needed.
-Basic skills in Excel, PowerPoint, Word.
-Organized; ability manage multiple projects at one time.
-Customer Friendly Attitude
-Communication Proficiency skills.