Call Center Quality Analyst

Summary of Duties::

The Quality Analyst position is responsible to meet the needs and expectations of the client and corporate channels.  Ensuring the organizational compliance to internal and external expectations.  He/she in conjunction with the Operations Manager goals, vision and expectations. As it relates to quality standards and metrics.

Main Responsibilities:

• Ensure Quality performance metrics are being measured and met
• Assist in assessment of employee skills to identify coaching opportunities
• Provides professional communication to the client and upper management in regards to quality compliance.
• Submit daily, weekly and monthly reports to management and clients upon request regarding important QA numbers, trends and issues.
• Works closely with all levels of employees to identify areas of opportunities, best practices and process improvements in the QA department.
• Other special projects and duties as requested or assigned.

Skills and Qualifications:

• Post-secondary education and/or formal training in a related area is an asset
• Proven knowledge of QA metrics.
• Direct or indirect sales experience is an asset
• Working knowledge of MS Office applications
• Background must be in a call center environment for at least 2-3 years; Former Team Leader/Supervisor would be preferred.
• Strong team development and communication skills
• Appreciation of diversity
• Excellent ability to relationship build
• Effective coaching skills and a persuasive communicator
• Strong verbal and written communication skills are essential
• Flexibility to work additional hours as dictated by business needs

Personal Attributes:

• Capable of managing multiple, simultaneous projects
• Ability to innovate, motivate and educate
• Ability to demonstrate outcomes generated as a result of training
• Strong time management skills
• Ability to work with minimal supervision and tight deadlines
• Ability to become the subject matter expert on a variety of topics

Qualified candidates will be contacted and scheduled for interviewing for 4/15/19 through 4/19/19 10am -3pm; and from 4/22/19 through 4/25/19 11am -3pm.