Are you passionate about quality and excellence? Join our Quality and Compliance Department! Your keen eye for detail and commitment to quality will shape our success and drive innovation.

Quality Analyst

Job Summary

The quality analyst randomly evaluates, and documents call recordings in support of the client goals and initiatives. He/she will fairly and consistently review the calls with consumers to ensure accuracy and compliance with regulations used to assist in coaching collectors. The evaluator will document the call results, provide feedback and trend analysis, as well as provide exemplary calls for recognition to leadership. Additionally, the evaluator will participate in and conduct calibration meetings.

Essential Functions:

• Record evaluations utilizing the compliance monitoring program provided by client.
• Responsible for monitoring inbound and outbound
• Conduct call calibration meetings.
• Verify accurate information and solutions are being provided to customers
• Create and deploy a reporting strategy that connects data and provides business intelligence.
• Provide relevant and timely information to immediate management and peers.
• Must have the capacity to make decisions and incorporate strategic planning to ensure deadlines are met and quality work is produced
• Emphasis placed on service quality and full compliance with internal controls, policies and regulations.
• Effective in initiating changes, identifying new methods.
• Recommend process improvements.

Qualification and Requirements:

• Minimum of 1 year experience performing quality assurance in a call center environment preferred
• At least 4 CXC or GCE subjects, inclusive of English
• Exceptional listening and analytical skills.
• Strong written communication skills. Excellent grammar, spelling and sentence construction
• Must be able to effectively communicate with agents, internal departments, and management
• Professional demeanor, dependable, and able to maintain confidential information
• Proficiency in Microsoft Office Suite programs required.