Contact Center Quality Assurance Analyst

About the position

The Contact Center Quality Assurance Analyst at VXI Global Solutions is responsible for ensuring the professionalism, productivity, and quality of customer service calls handled by account associates. This role involves monitoring and assessing both inbound and outbound calls to evaluate associates' performance, adherence to company policies, and overall customer service effectiveness. The analyst plays a crucial role in maintaining and improving service quality through feedback and training.

Responsibilities

• Monitor and assess call center customer service calls for quality, efficiency, and performance.
• Evaluate associates' demeanor, technical accuracy, and customer service/sales performance.
• Provide ongoing coaching to agents and manage performance standards.
• Implement and provide feedback based on insights from quality reporting.
• Identify knowledge and skill gaps among agents and propose solutions.
• Stay updated on the client's voice and products to ensure accurate assessments.
• Conduct quality training and program development for associates.

Requirements

• Bachelor's degree or equivalent experience in a relevant field.
• Over 2 years of experience in a customer support organization or tech environment.
• Experience in quality assurance for phone-based programs.
• Excellent written and verbal communication skills.
• Strong client services skills and experience managing strategic projects.
• Ability to multi-task and work independently with limited supervision.
• Proficiency in Microsoft Excel for basic reporting.

Nice-to-haves

• Experience in B2C environments.
• Experience with live chat support.
• Familiarity with digital/media industry technologies.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k)