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 careFocus on quality and customer serviceExceptional listening and analytical skillsSolid time management skillsMust be able to effectively deal with people at all levels inside and outside of the CompanyCreative ability & writing proficiencyAbility to multitask and successfully operate in a fast paced, team environmentMust adapt well to change and successfully set and adjust priorities as neededMust be proficient with Microsoft Office (intermediate Word, basic Excel)