The Quality Assurance Analyst is responsible for analyzing customer interactions with the objective of ensuring all client processes, procedures, and quality expectations are met as defined between Elevation Connect and the Client. The individual in this role will identify strengths and opportunities within customer interactions or other processes necessary to meet the high expectations of our clients, and will present options and recommendations to the team for continuous improvement. This is a vital role for the organization, and helps ensure the Elevation Connect team delivers world class quality for our clients.
Roles and Responsibilities:
- Performs quality monitoring to check adherence to client processes and procedures set forth in the Quality Assessment Form as mutually agreed upon between the parties.
- Delivers completed Quality Assessment Forms to leadership, as available from client systems, on interactions from individual agents with suggested improvement actions for the agent.
- Attends quality calibration meetings with the client, operations leadership, and the UC quality team.
- Ensures customer data is safe, secure and not compromised by following all company privacy and information security guidelines during the collection of customer data.
- Assists in the establishment of QA best practices at Unbridled Connect, including tools, processes and procedures, metrics and measures.
- Participates in the design of the call monitoring formats and quality standards while partnering with the respective campaign leadership, and clients for agreement. This includes maintenance while continually assessing the evaluation tool and practices.
- Analyze performance from quality assurance data and communicate trends to the Quality Manager and operations leadership as appropriate.
- Establish and participate in dispute sessions to ensure scoring accuracy and final score resolution.
- Partner with the Quality Manager to generate quality assurance reporting and share insights gained from the data with internal and external clients to identify potential training needs.
- Contribute to coaching and developing agent team members within the contact center related to their Quality performance results.
- Contribute to the greater success of Unbridled Connect by actively sharing insights, innovations to continuously improve the experience, participating in meetings, projects, and pilots, and partnering with internal and external clients.
Education, Experience and Skills:
- Prefer at least one-year of related contact center quality experience
- Excellent communication and interpersonal skills (oral, written)
- Demonstrated ability to develop and implement process enhancements
- Ability to plan, prioritize, organize and communicate effectively
- Experienced in goal-setting (defining and prioritizing specific, driving objectives)
- Motivational team building skills for performance improvements
- Demonstrated leadership qualities
- Bachelor’s degree or equivalent experience preferred
Pay Based on Experience $15-17/HrApply for this position