What are the responsibilities and job description for the Quality Analyst position at Harry & David?
The Quality Analyst will report to the Sr. Manager of Quality for the Enterprise and will be devoted to
collaboratively assessing agent performance to meet key metrics. This is executed by reviewing and analyzing
Enterprise reports, recorded calls, remote and side by side monitoring, and data monitoring.
The Quality Analyst would be responsible for the quality and effectiveness of their audits and coaching as
measured by achievement of the Brands' key metrics. The key metrics include: close ratio, RPO, IPO, quality
assurance scores, average order size, Quality Compliance, CSAT and other metrics as defined or requested by the
Brands. This position will monitor and coach at the internal H&D site and outsourcer level, meeting audit
requirements and attend/host both enterprise and site calibration sessions to ensure consistency of audit
feedback.
Requirements:
. No disciplinary actions for any reason within the last 6 months
. Strong PC and systems experience
. Excellent communication skills
. Previous Service Center and/or Quality Assurance experience
. Minimum average performance scores of the following:
Attendance - 95%; Quality - 95%; CSAT Sales - 9.0
collaboratively assessing agent performance to meet key metrics. This is executed by reviewing and analyzing
Enterprise reports, recorded calls, remote and side by side monitoring, and data monitoring.
The Quality Analyst would be responsible for the quality and effectiveness of their audits and coaching as
measured by achievement of the Brands' key metrics. The key metrics include: close ratio, RPO, IPO, quality
assurance scores, average order size, Quality Compliance, CSAT and other metrics as defined or requested by the
Brands. This position will monitor and coach at the internal H&D site and outsourcer level, meeting audit
requirements and attend/host both enterprise and site calibration sessions to ensure consistency of audit
feedback.
Requirements:
. No disciplinary actions for any reason within the last 6 months
. Strong PC and systems experience
. Excellent communication skills
. Previous Service Center and/or Quality Assurance experience
. Minimum average performance scores of the following:
Attendance - 95%; Quality - 95%; CSAT Sales - 9.0
Salary : $45,200 - $57,200
Driver - Flexible Hours, Quick Earnings
Quality Talent Group -
Brookings, OR
Driver - Flexible Hours, Quick Earnings
Quality Talent Group -
Central, OR
Driver - Flexible Hours, Quick Earnings
Quality Talent Group -
Talent, OR
