Title: Quality Analyst

The Quality Analyst will project a professional image and be a model of excellence for the team.
 

• Works in conjunction with Quality Assurance Manager and Management team to ensure success of the customer service unit
• Following training, becomes a subject matter expert in client’s benefit programs and processes, as well as with the service center’s identified internal operating processes
• Collaborates with Quality Assurance Manager to identify and recommend efficiencies and process improvements and participates in process improvement initiatives
• Understands call quality scorecard and score guidelines and utilizes to properly evaluate individual calls and transactions
• Assists with call monitoring and evaluation by listening to recorded calls as well as executing simultaneous side by side call review with team members
• Documents each call monitoring session in detail
• Compiles, prepares and analyzes quality reports and performance trends on an identified established basis and makes recommendations for process. Identifies key recurring issues
• Performs periodic consultation sessions with individuals and small groups to assist with individual performance reporting and coaching
• Participates in external and internal calibration and observation sessions to ensure consistency in the evaluation process
• Provides phone support as needed to ensure the success and achievement of required departmental call metrics
• Responsible for accuracy in all documentation
• Creates, implements and updates required quality statistical reports
• Assists in the administration of the QA Rewards & Recognition Program
• Manages assigned workload, setting goals, prioritizing work, evaluating results and taking corrective action as needed
• Works with a high level of Integrity and maintains confidentiality
• Operates with intense dedication to the success of our external and internal clients
• Performs all other job duties/tasks as assigned

• A natural multi-tasker
• Calmness
• Leadership qualities
• Energetic
• Natural organizer and planner

• Minimum 2 years Call Center experience A MUST
• Post-secondary education or equivalent experience
• Exceptional understanding and command of the principles of coaching and feedback, with the ability to provide effective feedback across a wide variety of roles, performance situations and employee personalities and learning styles
• Quality call monitoring experience preferred
• Superior interpersonal skills and ability to effectively listen and communicate complex information in a clear and concise manner to motivate and inspire agents to higher levels of performance
• Communicates effectively and appropriately; uses good judgment as to what to communicate and to whom, engages the contributions of people at all levels, embraces diversity and can prepare effective written documents
• Must be able to work well in a team environment
• Bilingual a plus