Quality Analyst Job Mission area,Kansas USA,Quality Assurance

Minimum Requirements

At least 2 years QA experience in a call center environment is required
Excellent non-verbal and verbal communication skills – both oral and written
Strong organizational and problem solving skills
Proficient with MS Office products (Word, Excel and PowerPoint)
Strong interpersonal skills with the ability to perform effectively as a member of a team
Ability to creatively use resources and adjust to business changes quickly and professionally
Ability to work independently with minimal supervision, but also in a team environment
Must have facilitation skills
Strong attention to detail
Leadership Skills
Willing to work on a graveyard shift

Responsibilities/Duties

Maintains top performance.
Prepare for and deliver quality reviews for each associate based on eLink performance guidelines.
Provides feedback to the Training Supervisor or Training and Quality Manager to identify gaps in quality and other areas of opportunity.
Gathers, documents, and distributes clear information from updates received by stakeholders/Marketing Division.
Attends TQD meetings and responds to emails and phone calls to ensure all program information is documented and updated.
Participate in internal and external client monitoring/calibration sessions in order to ensure thorough understanding of programs, goals and client standards of excellence.
Evaluation, documentation and analysis of calls through automated recording system to identify employee performance, call center trends and to determine customer satisfaction levels.
Coach associates once a trend/behavior is being identified.
Guides Associate QAs in any QA delivery
Supervises nesters in the nesting phase
Identifies trends and behaviors in Nesting
Performs performance evaluations and reviews in Nesting
Coaches Nesters and ensure the Nesting SOPs are being followed

Other Corporate QA Requirements

Completion of specific confirmation requirements prior to being confirmed (regularization)
Completion of CTET (Coaching the eLink Technique) prior to coaching Associates
Willingness to learn and uphold eLink Systems and Concepts Vision and Mission
Completion of at least 4 Level 1 Certification Courses (PCI and CTET are mandatory)

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