Quality Analyst

Job Summary:

The Quality Analyst, under the direction of the Quality Sr Manager, will support contact center initiatives around Customer Experience, Quality Assurance, Analytics, and Reporting. The focus of this position is performance improvement opportunities within the group, provide critical evaluation and observation of compliance, execution, impact using both manual and automated evaluation data. The Quality Analyst will make recommendations for improvement of the overall customer experience to the Radial operations, support teams and our clients.

Responsibilities:

• Uses quality monitoring data management system to compile and track performance, anomalies, and historical impacts at the brand, team, and individual level
• Participates in client meetings, trainings, and contact calibrations to identify client/customer needs and expectations
• Provides actionable data to stakeholders as needed
• Coordinates and facilitates call calibration sessions for all contact types
• Provide insightful, actionable feedback based on best practices and past successes or suggested new approaches
• Provide Ad Hoc reporting as necessary and requested

Requirements:

• Strong time management skills and the ability to prioritize competing requests
• Able to set objectives and goals for the vertical/client they support.
• Able to speak, write and present clearly and succinctly to a variety of audiences
• Ability to utilize Contact Center technology
• Well versed in Microsoft suite inclusive of excel and PowerPoint.
• Ability to meet and maintain productivity requirements of manual evaluations weekly
• Strategic thinker, highly analytical and innovative
• Collaborative approach and excellent problem-solving ability
• Strong attention to detail
• Superior written and oral communication skills, coupled with technical acumen
• Flexibility in tasks or direction as the needs of the business change rapidly

Experience:

• 6 months experience in a contact center or related customer service field

Education:

• AA degree or equivalent

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.