Quality Assurance Analyst
Our Service Desk is looking for a full-time QA Specialist to assist in our quality assurance process and conduct evaluations for quality standards/ compliance relating to the ITIL processes, and provide metrics to the leadership team to improve employee and company performance.
This position will be responsible for the following:
Monitor and evaluate calls and email communication using our internal scoring system in order to evaluate and ensure quality standards.
Maintain detailed records of QA evaluations and providing detailed evaluation results on a weekly/monthly basis to the leadership team.
Research escalated performance issues as needed and providing summarized details to the leadership team.
Provide technician coaching recommendations to the leadership team based on QA evaluation scores, trends, best practices and improvement opportunities identified while monitoring calls/emails.
Proactively making suggestions on ways to maximize the effectiveness of the QA process.
Assist in the creation and maintenance of various forms and documents relating to training and the QA process.
Identify areas of improvement for training; develop required quality/compliance training * Responsible for maintaining current internal and external SLA compliance and quality standards/changes related to call handling and call monitoring; communicate those standards/changes.
Other duties as assigned by Manager.
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.
Monitors email customer contacts.
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.
2+ years quality monitoring and reporting experience in an inbound and/or outbound help desk/customer service call center environment.
Knowledge / working experience with QA tools and applications (monitoring and observation platforms), as well as experience in benchmarking and calibration processes.
Excellent customer service skills.
ADVANCED computer skills (Windows, Word, Excel, PowerPoint, Outlook, IE)
Ability to prioritize multiple tasks are required.
Excellent communication and interpersonal skills
Comfortable in a fast-paced environment
Ability to work independently and proactively with good time management skills