Quality Analyst

Primary Responsibilities and Percentages:

  1. Design contact quality standards and scoring formats with the goal of achieving customer experience excellence while balancing business needs. Work with managers to ensure standards meet all needs and get buy-in from teams. (20%)
  2. Use a broad base of cross-departmental knowledge and perspective to identify gaps and make recommendations for process changes to improve customer experience, business efficiency, and crew member effectiveness. Drive design and implementation of new processes. (20%)
  3. Lead calibration exercises with team leads and managers to ensure quality expectation and standards alignment between all evaluators. Perform contact quality evaluations and quality monitoring. (20%)
  4. Use quality monitoring data to track performance at the team and individual levels. (20%)
  5. Work with the Training and Development Project Manager to create and update training materials and SOPs. (20%)

Job Overview:The Quality Analyst (QA) is responsible for quality standards and quality evaluation processes for Customer Care crew members assisting West Marine, West Marine Pro, and internal customers. The QA will develop quality standards for inbound and outbound phone, email, live chat, SMS, and social media contacts to assess associate demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing contact center quality processes and procedures, as well as working with others in the operations department on training and process changes to improve the overall customer experience. Additional Responsibilities:

  • Assist the Customer Care operations team with workforce management data maintenance:
    • Updating workforce data, including:
      • Generating and updating crew member schedules.
      • Handling time-off and schedule trade requests.
      • Updating crew member availability and schedule tour patterns.
    • Routine reporting maintenance (e.g., weekly crew member schedule variation report updates).
    • Document and log associate performance and activity data.
  • Assist with intraday workforce adjustment to meet service level and payroll targets.

Qualifications:

  • 2-3 years of contact center experience.
  • Excellent verbal, written, and interpersonal communication skills to be able to effectively communicate with distributed teams.
  • Outstanding customer service skills and dedication to providing an exceptional customer experience.
  • Must be self-motivated, a self-starter, and have strong time management skills.
  • Attention to detail and an aptitude for digging in on large amounts of data.
  • Exceptional listening and analytical skills.
  • Must be able to effectively deal with people at all levels inside and outside of the company.
  • Ability to multitask and successfully operate in a remote environment with limited structure.
  • Must adapt well to change and successfully set and adjust priorities as needed.
  • Must be proficient with Microsoft Office or equivalent tools.

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