Quality Analyst

Role and Key Responsibilities:

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)
• Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices.
• Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes.
• Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable).
• Contribute to maintaining forms and legends documents.
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.

Key skills & knowledge:

• Associate degree in related field from a four-year college or university with 3-5 years of experience preferred.
• Strong attention to detail.
• Self-starter, sense of urgency and works well under pressure.
• Demonstrated ability to multi-task and meet timelines or deliverables.
• Proficient in Microsoft Office.
• Strong communication skills, both written and verbal.