Quality Assurance Analyst - Customer Contact Center

SUMMARY
The QA Analyst will be responsible for analyzing the quality of the performance of customer contact center attendants who handle customer service and internet support specialists who handle technical issues via all channels utilizing Verint speech analytics platform. This individual will also be responsible for analyzing interactions of security monitoring agents who handle security alarm processing. This position will monitor service and sales interactions to evaluate employee demeanor, technical accuracy, sales performance, and conformity to company policies and procedures to ensure that all department metrics and standards are met. This individual will be responsible for ensuring that the knowledge base is current, as well as working closely with the supervisors and the CCC trainer, once areas of training have been identified.

This is a hybrid role that allows for remote and in-office work.

RESPONSIBILITES

• Work on a variety of assigned special projects, including call studies conducted via Verint and report results to management.
• Analyze, identify, and create reporting that will provide relevant trend data to management.
• Monitor live or recorded agent calls and chats utilizing speech analytics software in order to measure performance and track and identify trends.
• Work with supervisor team on agent coaching, training and development to enhance or correct the behaviors that promote excellent customer service and first call resolution.
• Assist with ongoing development of the call center training and QA process, including ongoing training in the speech analytics platform.
• Maintain a high level of technical and product knowledge, including, but not limited to: current product features, specifications and equipment requirements, current promotions, pricing and discounts.
• Coordinate and facilitate call calibration sessions for the supervisory teams.

REQUIRMENTS

• High school education or equivalent.
• Minimum 3 years customer service and sales experience in a similar call center setting. Quality assurance experience preferred.
• At least 2-4 years experience with Call Center Speech Analytics (Verint) preferred.
• Must be self-motivated, detail oriented, and have a high sense of urgency in a fast paced environment.
• Must have excellent customer service, technical, sales, problem solving and communication skills.
• Strong analytical skills including root cause analysis and the ability to identify trends required.
• Capable and comfortable providing one on one input to Supervisors about their team members.
• Must have excellent time management skills and efficient in Excel.
• Successful completion of state specific licensing and certification required.

Join our team as a Quality Assurance Analyst and contribute to maintaining high-quality customer interactions while ensuring compliance with established standards.

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance
• Work from home

Experience level:

• 3 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid work
• Office

Application Question(s):

• Are you able to work a hybrid schedule?

Experience:

• quality assurance: 3 years (Preferred)
• call center speech analytics: 2 years (Preferred)

Work Location: Hybrid remote in Rock Hill, SC 29730