Quality Analyst

Blueprint•Bellevue, WA

2d•Hybrid

About The Position

Blueprint is looking for a Quality Analyst to be part of the team. The Quality Analyst is part of our Services Management and Support Practice function. This role focuses on ongoing quality improvements for our internal Customer Support team. This role requires an experienced, highly organized support professional who can help define, drive and maintain continuous quality improvement for a large, fast-growing support team.

Requirements

1+ years as a Customer Service Agent required.
Fluency in English and proven proficiency in the Billing space are required.
Ability to concentrate on routine tasks for extended periods of time.
Critical/analytical thinking with the aptitude to make quick accurate judgment.
Meticulous attention to detail and the ability to rely on most current documentation.
Proven track record of high productivity and quality performance.
Strong empathetical communication skills with good time management and attendance.
Ability to handle sensitive, confidential data.
Comfort with working in a traditional office environment, which involves working indoors without exposure to outside elements.
Ability to sit at a workstation for extended periods, engaging with content on a monitor.
Proficiency in using a mouse, laptop touchpad, and keyboard, with a minimum typing speed of 45 wpm.
Effective communication skills, both verbal and written, for interactions with co-workers, professionals, the public, customers, and clients.
Openness to receiving constructive feedback and maintaining courtesy in interactions.
Demonstrate the ability to make decisions using experience and knowledge, while also seeking assistance when needed and adhering to deadlines and engagement expectations.

Nice To Haves

Bachelor’s degree preferred or relevant work experience with preference towards business, technical or quality focus.
Experience in a Customer Support field as a plus.
Experience as a gamer is a plus.
ESC Billing experience preferred.
Experience in other lines of business and fluency in additional languages are a plus.
Role may require the ability to communicate in written form other languages as specified based on engagement requirements.

Responsibilities

Conduct customer support ticket reviews and provide feedback to team leads.
Maintain proficiency in ticket handling by reviewing all emails, SharePoint announcements, and training updates as provided.
Collaborate with stakeholders and internal teams to ensure that quality improvement efforts remain consistent with Blueprint and client quality standards.
Work in a fluid, multi-cultural, close-working, diverse environment.
Maintain poise, diplomacy, and professionalism at all times.
Complete assigned tasks and projects in a timely manner.
Meet productivity targets following set cadence.
Meet performance targets and maintain appropriate calibration with other Quality Analysts.
Additional duties and special projects as assigned.