Quality Assurance Analyst

Quality Assurance Analysts

The fundamental purpose of a Quality Assurance Analyst (QA) is to ensure that quality and compliance guidelines are achieved on all calls taken from each agent at Centerfield. The QA will also make sure that agents, supervisors, team leads and other necessary departments are updated with client policies and procedures.  One of the key objectives of a QA is to establish a transparent, professional and respectful relationship with account supervisors and team leads in an attempt to assure that agents are provided with the development and coaching that they need.

Responsibilities:

•             Monitor/evaluate agent calls daily.

•             Meet departmental and/or provider evaluation goals.

•             Effectively communicate with other members of the Quality team regarding strategies, processes andprocedures to ensure consistent productivity.

•             Coach and develop agents on calls monitored.

•             Track and document calls monitored, evaluation scores and trends on a daily basis.

•             Utilize company software to locate calls and listen to call recordings.

•             Attend trainings, meetings or calibrations to ensure that they are aligned (as needed).

•             Report daily production, scores, trends and other activities completed at that time.

•             Proactively establish healthy relationships with account managers, supervisors, team leads and agents.

•             Complete audit requests and quality related projects (as needed).

•             Satisfy high-level call evaluations/audits in a timely fashion.

•             Prove reliable and punctual as it pertains to attendance.

Skills/Attributes Required

•             Previous experience in Quality Assurance and contact center experience mandatory

•             Excellent written and verbal communication skills

•             Naturally curious and passionate with an entrepreneurial spirit

•             Customer centric attitude

•             Collaborative mindset

•             Loves to learn and has the ability the be coached and mentored

•             Ability to work in fast pace environment

•             Desire to meet and exceed measurable performance goals

•             Highly self-driven sense of motivation

•             Strong time management and organizational skills

•             Tech savvy (intermediate computer skills)

Skills/Attributes Desired:

•             Reporting skills

•             Presentation skills – Ability to speak to groups

•             Excel – higher skills desired

•             PowerPoint – Intermediate skills desired

•             Speech Analytics Software knowledge

•             Bachelor’s degree or established QA experience required