QA Analyst

QA Analyst

$16.00hr. to $18.00hr

Mon-Fri 8:00 am to 5:00 pm

Salt Lake City

A large and well-respected insurance company local to the Salt Lake City area has an immediate need for a QA Analyst. We are looking for a friendly and outgoing individual to join our team! You will be helping conduct quality reviews of our different department’s calls to ensure call accuracy and the best service possible. We are eager to train candidates who are dedicated, good listeners, dependable, eager to learn, and ready for a lasting commitment with our company! If you have previous call center experience and are looking to GET OFF THE PHONES, this could be your next career move!

Responsibilities:

• Conduct quality reviews and random audits of customer service agents' calls to identify individual and team strengths and deficiencies.
• Ensure call accuracy, compliance, and overall customer service by monitoring phone calls as well as back-end transactions to provide feedback and coaching.
• Conduct feedback to effectively coach, mentor, and communicate performance accuracies and/or deficiencies, and offer constructive suggestions and action plans for improvement to leadership and customer service agents.
• Compile and track performance at the individual, team, and call center levels in a measurable format along with actionable data and training recommendations to team leaders on a regular basis.
• Assist with the design and development of quality initiatives including, but not limited to, reward and recognition programs, call monitoring formats, quality standards, and processes designed to measure performance.
• Identify inconsistencies in quality policies and procedures and facilitate discussion with leadership to limit variation in the way performance is interpreted and scored.
• Produce reports and trend data, identify recurring issues or weaknesses, as well as compile and present recommendations in professional formats.
• Effectively communicate and manage information flow to employees through meetings, emails, and other appropriate channels
• Update department-specific manuals and assist with coaching to ensure full compliance
• Act as a role model for all customer service representatives and encourage feedback

Skills and Experience Required:

• Knowledge of general customer care processes and understanding of customer care quality standards
• Ability to utilize Microsoft Office Suite and other business-related software
• Preferred experience with telephone monitoring systems or quality programs within a call center environment
• Two years of previous customer service experience
• Strong listening/comprehension, problem-solving, and conflict resolution skills
• Excellent written and verbal communication skills
• Ability to motivate staff and teams to achieve success
• Organized, great time management, able to multi-task, and adjust to competing priorities
• Ability to work independently with minimal supervision

Perks and Benefits:

• Great company culture and professional work environment
• Excellent health benefits and 401k with matching
• Promotional growth and development opportunities
• Paid time off and Holiday pay
• Opportunity to work a Hybrid schedule after 90 days of training and based on performance

Prince, Perelson and Associates is an Equal Opportunity Employer and we do not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state or local protected class. All applicants applying for U.S. job openings must be authorized to work in the United States.

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Benefits:

• 401(k)
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: One location