Call Center Quality Analyst

$47,563 - $47,563/Yr

State of Arizona - Phoenix, AZ

Part-time,Full-time - Mid Level

Remote - Phoenix, AZ

Executive, Legislative, and Other General Government Support

About the position

The Call Center Quality Analyst is responsible for ensuring compliance with call center standards and improving the taxpayer experience by evaluating the performance of Call Center Representatives. This role involves using quality assurance tools to assess interactions across various communication channels, providing feedback, and identifying training opportunities to enhance service delivery.

Responsibilities

• Measure compliance against call center standards for representative behavior.
• Utilize the Call Center Quality Assurance scoring tool to evaluate performance.
• Support continuous improvement initiatives for Call Center Representatives.
• Identify trends and training opportunities for management.
• Document findings and provide constructive feedback to representatives.

Requirements

• Bachelor's degree in Business Administration or a related field.
• Minimum of four years of experience as a quality assurance analyst in a call center.
• Strong verbal, written, and listening communication skills.
• Proficient in Google Suite applications and Windows environment.
• Knowledge of call center workflows and key performance indicators.

Nice-to-haves

• Bilingual in English and Spanish.
• Experience with Continuous Improvement, Six Sigma, and/or LEAN.

Benefits

• Wellness program
• Paid parental leave
• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• Tuition reimbursement
• Military leave
• Paid time off
• Vision insurance
• Bereavement leave
• Life insurance