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Quality Customer Analyst

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Role Responsibilities:

  • Review all inbound and outbound interactions with clients to support and drive performance expectations
  • Provide objective assessment regarding representatives compliance of process
  • Complete the required number of QA evaluations on a weekly and monthly basis
  • Assist in developing test scenarios/training exercise where performance gaps are identified via QA to include vendor calibrations to ensure consistency across our remote call center sites
  • Uses experience in QA to assess gaps in agent performance and conduct root cause analysis for corrective and preventative action plans

Role Requirements:

  • Rapidly learn and understand the relevant platform family of products and services for marketers
  • Rapidly develop a working knowledge of established service standards
  • Time management and prioritization enabling the ability to work independently, manage workload and meet required QA targets
  • Ability to work in a detail-oriented environment to identify areas where representatives are and are not meeting our standards around customer experience
  • Outstanding communication skills and the ability to deliver feedback effectively
  • Strong analytical and reporting skills

Education:

  • 2+ years of QA and/or Knowledge Management experience in a customer facing role
  • BA/BS degree or equivalent work experience

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