Quality Analyst

Responsibilities:
-Assist in developing, creating, and implementing call center quality processes and procedures.
-Making recommendation for enhancements to training materials as needed to enhance the
overall customer's experience.
-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.
-Performs monitors of customer care email responses.
-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.
-Perform other duties as assigned.

Qualifications:
-Excellent verbal, written and interpersonal communication skills.
-Outstanding customer service skills and dedication to providing exceptional customer care
-Focus on quality and customer service
-Exceptional listening and analytical skills
-Solid time management skills
-Must be able to effectively deal with people at all levels inside and outside of the Company
-Creative ability & writing proficiency
-Ability to multitask and successfully operate in a fast paced, team environment
-Must adapt well to change and successfully set and adjust priorities as needed
-Must be proficient with Microsoft Office (intermediate Word, basic Excel)