The Call Quality Analyst (QA) is responsible for assessing the quality of the performance of our call center associates who deal with existing and potential customers. The QA will monitor inbound and outbound phone and email responses to assess associates’ demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures, as well as make recommendation for enhancements to training materials, as needed, to enhance the overall customer experience.

Key responsibilities and essential job functions include, but are not limited to:

• Participate in design of call monitoring formats and quality standards.
• Perform call monitoring to assure agents performance is maintained within the set guidelines
• Use quality monitoring data management system to compile and track performance at team and individual level.
• Track and Identify trend data, provide data analytics and feedback to management and team leaders
• Monitor Contact us team email responses
• Participate in customer listening programs to identify customer needs and expectations.
• Provide actionable data to various internal support groups as needed.
• Coordinate and facilitate call calibration sessions for call center staff.
• Prepare and analyze internal and external quality reports for management staff review.
• Perform other duties as assigned.

Desired skills and experience:

• 2-3 years of Call Center Experience
• Associates Degree a plus
• Excellent verbal, written and interpersonal communication skills
• Outstanding customer service skills and dedication to providing exceptional customer care
• Must be self-motivator and self-starter
• Focus on quality and customer service and creative ability
• Exceptional listening and analytical skills
• Solid time management skills
• Must be able to effectively deal with people at all levels, inside and outside of the organization
• Ability to multitask and successfully operate in a fast paced, team environment
• Must adapt well to change and successfully set and adjust priorities as needed
• Must be proficient with Microsoft Office (intermediate Word, basic Excel)
• Bi-lingual a plus