About the position
Under broad supervision, the Quality Assurance Analyst is responsible for collecting, analyzing, and interpreting data related to contact center operations. This role involves analyzing performance metrics such as call volume, response times, customer satisfaction, agent productivity, and abandonment rates. The analyst resolves complicated issues involving customer service and research governing policies, procedures, and laws for resolution. Additionally, the analyst develops and maintains daily, weekly, and monthly performance reports for management and stakeholders, conducts research to compile information needed to generate reports, complete projects, and accurately resolve questions and concerns. The position also tracks key performance indicators (KPIs) to assess the efficiency and effectiveness of the contact center and researches and resolves program issues and inquiries. Other duties may be assigned as needed.
Responsibilities
- Collect, analyze, and interpret data related to contact center operations.
- Analyze performance metrics such as call volume, response times, customer satisfaction, agent productivity, and abandonment rates.
- Resolve complicated issues involving customer service and research governing policies, procedures, and laws for resolution.
- Develop and maintain daily, weekly, and monthly performance reports for management and stakeholders.
- Conduct research to compile information needed to generate reports, complete projects, and accurately resolve questions and concerns.
- Track key performance indicators (KPIs) to assess the efficiency and effectiveness of the contact center.
- Research and resolve program issues and inquiries.
- Perform other duties as assigned.
Requirements
- High school diploma/GED.
- Three (3) years of experience communicating information in a customer service setting; or two (2) years of experience required at the lower level Customer Svc Rep 2 (GST121).
Benefits
- Advertised Salary: $55,000.00
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