Onsite Call Center Quality Analyst
About The Position
This position will require onsite presence at our facility in Casselberry. QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law. If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at Qualfon.com/join-us - https://qualfon.com/join-us/
Requirements
- Graduate of any 4-year degree or its equivalent
- At least one year experience in Call Center operations
Nice To Haves
- Prior Quality Assurance experience is preferred
Responsibilities
- Evaluates English communication skills of agents
- Provides feedback and coaching for every evaluation
- Conducts Root Cause Analysis
- Identifies communication barriers during call monitoring
- Sends agents to special trainings in communication skills when needed
- Plots monitoring schedule
- Coordinates with Ops Supervisors for QA meetings with teams and Root Cause Analysis (RCA) sessions with agents
- Develops action plans based on root causes
- Conducts Performance Improvement Plan for low performers
- Produces and submits reports to Operations Supervisors containing evaluations and scores
- Submits Weekly RCA Report to QA Supervisor
- Updates daily reports of the department containing QA scores
- Issues Performance Improvement Process (PIP) related forms
- Conducts and joins internal and external call calibration sessions
- Attends conference calls with the client on specific skills for calibration purposes
- Reads and disseminates important information from e-mails, Agent Support, etc.
- Discusses QA guidelines with agents
- Takes refresher courses
- Participates in meetings with QA Supervisor and whenever invited by Operations
- Performs special assignments given by the immediate supervisor
- Participates in incentive programs of the QA department
- Acts as stand-ins in the absence of the Operations Supervisor in providing team assistance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
