Posted 20 days ago by

Quality Analyst

Princeton, NJ, United States
Employment: Full Time Experience: Mid-Level
Key Responsibilities:
  • Evaluate and review the quality of agent contact responses to ensure acceptable service standards are met
  • Includes the management of weekly/monthly evaluations, trend analysis, analysis to ensure consistency and ultimately the best possible customer experience
  • Work in compliance with all existing QA Criteria Documents for all channel interactions
  • Utilize quality assurance data to analyze and identify trends and skill gaps and recommend to management countermeasures to optimize the customer experience
  • Deliver monthly statistical reporting to share knowledge with the management team and for use in monthly KPI (Key Performance Indicator) meetings
  • Develop contact calibration approaches and targets. Schedule and lead monthly/biweekly calibration sessions across business lines
  • Responsible for meeting internal audit and calibration targets
  • Create and assign errors and coaching opportunities to improve overall performance
  • Process and distribute Customer Experience Investigations (CEIs) to management team as needed when call handling standards are not met
  • Assist in maintaining the Quality First Program, targeting negative customer experiences uncovered in the QA process and through VOC (Voice of the Customer) to intervene, resolve and repair the customer relationship
  • Work closely with the Training Team to share knowledge of trends identified and coaching opportunities to inform and improve training modules
  • Handle ad hoc requests and additional assignments as required to assist QA and teams across business lines
  • Stay informed on product and procedure enhancements needed to properly evaluate calls by attending training, monitoring wiki posts and updates, reviewing pertinent email communications for impact to the QA workflow
Skillset Requirements :
  • At least one year of experience performing a Quality Analyst role in a similar environment or equivalent quality assurance activities in a customer-facing management role.
  • Strong MS Office skills - particularly Excel and PowerPoint
  • Skillset with Google Suite of Products
  • Strong analytical capabilities
  • Experience in coaching and developing team members
  • Excellent presentation and knowledge transfer skills
  • Strong soft/people skills for effective collaboration with colleagues and teams across business lines
  • Strong business writing skills
  • Willingness to travel, expectation will be that this role will require regular visits to each contact center
  • Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management
Equal Opportunity Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets

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