Quality Analyst - Call Center

Job Summary

Responsibilities

• Analyzes and audits call recordings (both inbound and outbound) in order to provide trend data and feedback to call center team leaders and senior management.
• Listens to call recordings and provide insight and solutions to operational management to maximize lead conversion and customer satisfaction
• Ensures the call center agents adhere to pre-determined quality assurance standards and the business’s standard operating procedures
• Collaborate with supervisors to share call quality performance issues and provide regular reports on overall performance and trends.
• Identify and support other opportunities for quality improvement across the team.
• Develop materials and process documentation to support training, as needed.
• Performs other duties as assigned.

Skills Requirements

• 1 or more years of call center experience.

Education Requirements

• High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.

Physical Requirements

• Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Listen, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.
• iQor.com