OPEN POSITION FOR QUALITY ASSURANCE ANALYST

 JOB DESCRIPTION

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email  
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices 
• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes 
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies 
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) 
• Complete phone time to keep current on programs (as applicable) 
• Contribute to maintaining forms and legends documents 
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals 

JOB SPECIFICATION

EDUCATION/EXPERIENCE

• Bachelor's Degree in related field from a four-year college or university with less than one year of relevant experience preferred  
• 1-year front-line call center experience 

TYPE OF SKILLS AND PERSONAL ATTRIBUTE

• Must possess excellent command of English both in oral and written form.
• Must be proficient in using MS Excel, MS PowerPoint and MS Word.
• Great attention to details.
• Must be work from home ready and work on site ready, whenever needed.
• Ability to multi-task and meet timelines on deliverables
• Detail-oriented