About the position
As a Call Center Quality Assurance Analyst, you will be responsible for evaluating and improving customer service interactions for our Partner team (Tier 1, including Levels 1 and 2). This role is crucial in identifying opportunities for process improvements and efficiencies, as well as providing detailed and constructive feedback to our partner team. You will work closely with the Quality Team to contribute to the development and refinement of quality assurance tools and processes, driving continuous improvement in the strategic direction of the center and supporting a quality customer experience. The ideal candidate will be a team player with great attention to detail, a passion for customer experience, and a commitment to making processes better and more efficient. This position is full-time and remote.
Responsibilities
- Conduct regular quality evaluations of customer interactions handled by Tier 1 agents, ensuring adherence to company quality standards and an elevated support experience
- Participate in calibration sessions with leadership and other analysts to ensure consistent, fair, and productive quality evaluations
- Identify opportunities for process improvements and efficiencies within the Tier 1 team and communicate these with Quality Leadership
- Provide detailed and constructive feedback to agents to help close performance gaps, identify training and resource opportunities, and to enhance overall service quality
- Contribute to knowledge and training resources
- Collaborate with quality teams and quality leadership to help refine quality assurance tools and processes
- Generate and analyze quality reports to provide actionable insights and recommendations
- Contribute to a team-oriented environment by sharing credit and supporting colleagues in achieving high performance standards
- Adhere to deadlines and maintain a high level of accountability in all tasks and responsibilities
Requirements
- High school diploma, Bachelor's degree preferred or equivalent experience
- Previous experience in customer service / technical support roles, especially within a BPO environment
- Beginner/Intermediate proficiency in Microsoft Office package, especially Microsoft Excel
- Strong attention to detail and ability to identify areas for improvement
- Excellent communication skills, both written and verbal, to effectively convey quality findings and recommendations
- Analytical mindset with the ability to think strategically and make data-driven decisions
- Passion for customer experience and a continuous improvement mindset
- Ability to work independently and autonomously within a remote environment with equal ability to collaborate well within a team environment
- Familiarity with CRM systems; experience with quality management tools is a plus
- High level of integrity and commitment to maintaining confidentiality and objectivity in quality evaluations
- Ability to adhere to deadlines and to demonstrate accountability in all tasks
Nice-to-haves
- Experience with quality management tools
- Familiarity with advanced data analysis techniques
