Permanent WFH- Quality Assurance Analyst

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The Quality Assurance Analyst will monitor inbound and outbound calls, and email responses, and evaluate customers’ experience. Assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. Provides feedback to call center team leaders and managers.

Responsibilities:

QA Specialist Analyst will score each call from 1 to 5 in different KPIs: communication, approach, was the resolution (qualified or not qualified) correct, what could be improved, and recollected all info.
QA Specialist Analyst will find areas of opportunity (if applicable) for each teammate.
QA Specialist Analyst will provide feedback in written form to the client in real-time. The client shall inform QA Specialists to whom the feedback will be provided.
QA Specialist will create/manage a QA scorecard form (per the Excel document provided by the Client to the QA Specialist).
QA analysts will create a QA score dashboard to visualize each teammate’s performance and improvement.
QA analysts shall participate in periodic calls (weekly,) to provide insight into the AE scores, trends, suggestions, etc.
Requirements:

At least 3 years of Quality Assurance Analyst experience
Excellent communication and time management skills
Ability to multi-task projects, establish priorities, work independently, and organize effectively.
Proficiency in Excel and the Google Suite of Apps (Docs, Sheets, Slides GMail
Must be trustworthy and able to keep confidential information contained
Excellent listening, verbal, written, and interpersonal communication skills
Keen attention to detail
Good judgment and decision-making capabilities
An effective time manager who can perform in a fast-paced, deadline-oriented environment
Knowledge of Microsoft Office Suite Products
Ability to organize, prioritize, adapt to change, and work in a fast-paced environment

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