Quality Assurance Analyst

Stuller • Lafayette, LA

407d

About The Position

The Quality Assurance Analyst at Stuller, Inc. plays a crucial role in enhancing the customer experience within the contact center. This position involves monitoring and assessing the quality of performance of call center associates, ensuring adherence to quality standards, and providing actionable feedback to improve service delivery. The QA Analyst will also contribute to the development of training materials and participate in initiatives aimed at operational efficiency and high-quality service delivery.

Requirements

• High School Diploma or equivalent
• At least 1-2 years of experience in a contact center or customer service role, with a basic understanding of contact center operations and performance metrics
• Writing proficiency
• Proficient with Microsoft Office (intermediate Word, basic Excel, basic Outlook)
• Excellent verbal, written, and interpersonal communication skills
• Customer focused with a commitment to providing customers with an exceptional experience
• Focus on quality and customer service
• Exceptional listening and analytical skills
• Solid time management skills

Nice To Haves

• Associate's degree or some college coursework, especially in fields related to business, communications, or a relevant area
• Additional coursework or certifications in quality assurance, customer service, or contact center management
• 2 years of call center experience
• Experience with training, performance coaching and/or KPI documentation a plus
• Bi-lingual

Responsibilities

• Performs call monitoring to assess agent adherence to quality standards.
• Uses quality monitoring data management system to compile and track performance at the team and individual level.
• Performs monitoring of Customer Care email and chat responses.
• Provides actionable data to various internal support groups as needed.
• Participates in call calibration sessions for call center staff.
• Provides feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Performs other duties as assigned.

Benefits

• Comprehensive health and wellness initiatives
• Employee recognition programs
• Supportive workplace culture
• Opportunities for professional development

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Food Services and Drinking Places
• Education Level: High school or GED