Onsite Call Center Quality Analyst

Overview

This position will require onsite presence at our facility in Casselberry.

EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed service member status and any other characteristic protected under applicable federal, state or local law.

• 1. Call Monitoring
  • Evaluates English communication skills of agents
  • Provides feedback and coaching for every evaluation
  • Conducts Root Cause Analysis
  • Identifies communication barriers during call monitoring
  • Sends agents to special trainings in communication skills when needed
• 2. Five audits per agent with coaching
  • Plots monitoring schedule
  • Coordinates with Ops Supervisors for QA meetings with teams and Root Cause Analysis (RCA) sessions with agents
  • Develops action plans based on root causes
  • Conducts Performance Improvement Plan for low performers
• 3. Daily, Weekly, Monthly and Special Reports
  • Produces and submits reports to Operations Supervisors containing evaluations and scores
  • Submits Weekly RCA Report to QA Supervisor
  • Updates daily reports of the department containing QA scores
  • Issues Performance Improvement Process (PIP) related forms
• 4. Information dissemination and calibration
  • Conducts and joins internal and external call calibration sessions
  • Attends conference calls with the client on specific skills for calibration purposes
  • Reads and disseminates important information from e-mails, Agent Support, etc.
  • Discusses QA guidelines with agents
  • Takes refresher courses
  • Participates in meetings with QA Supervisor and whenever invited by Operations
• 5. Special projects
  • Performs special assignments given by the immediate supervisor
  • Participates in incentive programs of the QA department
  • Acts as stand-ins in the absence of the Operations Supervisor in providing team assistance

• Graduate of any 4-year degree or its equivalent
• At least one year experience in Call Center operations
• Prior Quality Assurance experience is preferred