Quality Analyst - Financial Services - Internal

Advanced Call Center Technologies

Job Description

Reports To: Manager, Training & Quality

Department: Training

FLSA: Non-Exempt

Prepared By: Human Resources

Under the general direction of the Director of Training & Quality, facilitates company and client monitoring and adherence to programs requirements.

Position reports to the Manager, Training & Quality. Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer. The QA will monitor inbound and outbound call and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

All areas of responsibility listed below are essential to the satisfactory performance of this position by any/all incumbents, with reasonable accommodation, if necessary. Any non-essential functions are assumed to be included in "other related duties as assigned":

Participates in design of call monitoring formats and quality standards.

Performs call monitoring and provides trend data to site management team.

Uses quality monitoring data management system to compile and track performance at team and individual level.

Performs monitors of customer care email and chat responses.

Participates in customer and client listening programs to identify customer needs and expectations.

Provides actionable data to various internal support groups as needed.

Coordinates and facilitates call calibration sessions for call center staff.

Provides feedback to call center team leaders and managers.

Prepares and analyzes internal and external quality reports for management staff review.

Provides call floor support

Other Duties as described my management

Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
** Must have prior healthcare experience**

Education: High School diploma/GED. Associate’s degree or some college preferred.

Experience: Minimum of one year of related call center experience. Supervisor or training experience preferred.

Skills:

• Computer experience in a Windows and web-based environment.
• Experience using internet, word processing, spreadsheet and calendar software required. MS Word, Excel and Outlook experience preferred.
• Ability to speak effectively in front of groups of employees or customers.
• Ability to write and complete routine reports in various formats.
• Ability to analyze, interpret and report results, trends and outcomes.
• Ability to deal with problems involving several concrete variables in standardized situations

Certificates, Licenses, Registration: None required

To perform the job successfully, an individual should demonstrate the following competencies:

Interpersonal Skills – Maintains confidentiality;
Able to interact with a high volume of people;
Listens to others without interrupting;
Keeps emotions under control;
Remains open to others’ ideas and tries new things.

Verbal Communication – Speaks clearly and persuasively in positive and negative situations;
Listens and gets clarification;
Responds effectively to questions.

Written Communication – Writes clearly and informatively; edits work for spelling, grammar and accuracy;
Able to read and interpret…