100% remote opportunity, must be able to work PST hours.
Aston Carter is hiring for an experience call center quality assurance analyst for a long-term (2 year contract)!
Responsibilities:
• Monitors, evaluates and scores a specified number of calls each month for all clients in order to provide an overall assessment of call center and collections quality
• Enters quality scores into a database for tracking and reporting purposes
• Quality issues and performance measures are used to ensure the highest level of customer service to cardholders while maintaining the integrity of the client
• The Call Center QA Analyst will responsible for auditing, analyzing, and managing call center adherence
• This individual will collaborate with multiple departments and outsourced vendor call centers to ensure that sites are implementing the program with a high degree of accuracy and effectiveness that drives agent performance
• Audit representative samples of QA Evaluations in all call center locations to assess accuracy of scoring and analyze results to uncover areas of opportunity for improvement
• Develop and implement improvement strategies with call center QA teams and center leadership to drive performance improvement to Key Performance Indicators
• Manage communication between internal support departments and call center sites to ensure training and knowledge portal information is accurate and effective
• Maintain awareness of call volume trends and customer needs to make recommendations for process changes / improvements that will promote a superior customer experience
• Lead calibration meetings with key stakeholders to develop excellence in Quality Assurance evaluation assessments across the enterprise
• Analyze call trends through call listening to uncover customer concerns that drive the business and work with internal departments to develop solutions to improve the customer experience
• Attend project status and planning meetings as needed
Qualifications:
• Experience auditing and analyzing calls from a call center environment
• Proficient in MS Office suite, especially Excel
• Proficient in leading meetings, providing feedback, and coaching for improved performance
• Strong analytical skills
• Strong written and verbal communication skills
• Ability to work well in a fast paced collaborative work environment
• Exceptional project management skills and attention to detail
• Ability to manage priorities and set direction for a team
• Experience communicating with team members and key stakeholders and setting expectations
Benefits:
- Medical, Dental, Vision, 401k benefits package
Work Environment:
FULLY REMOTE – ideally candidate will be on the West Coast/work PST hours.