Quality Analyst II

Title: Quality Analyst II

Duration: 7-8 months’ contract

Location: Malvern, PA, 19355(Remote)

Description:

Analyst, Call Quality Assurance (GTM)

General Purpose of the Job

The Analyst, Call Quality Assurance conducts quality assurance audits of the following: inbound and outbound calls and chat transcripts, assuring company standards are maintained and product integrity is preserved. Consults with leadership to resolve quality, compliance, and efficiency problems. Function in conjunction with leadership, compliance, training, on special department projects. This position reports to the Supervisor, Customer Experience Quality Management (Technology)

Essential Duties and Responsibilities

· Interprets and implements quality assurance standards

· Evaluates and prepares adequacy of quality assurance standards

· Identifies training needs and organizes training interventions to meet quality standards

· Investigates customer complaints and non-compliance issues.

· Documents and participates in internal audits

· Develops and implements new quality assurance requirements that meet compliance guidelines.

· Analyzes QA data and participates in monthly calibration meetings with leadership

Skills:

Ideal Experience for Call Quality Analyst

· 2-4 years’ experience in QA call quality.

· Intermediate computer skills with proficiency in Microsoft Office

· Previous experience in a Call Center environment

· Experience with NICE CXone or other call QA software

Education:

High School Diploma required. College degree preferred.

*** We offer health benefits and 401K Plan***