Quality Assurance Analyst

MHA Systems/ MCI•Bismarck, ND

14d•Onsite

About The Position

The Quality Assurance Analyst is a critical role in the support of the operations department and is responsible for the daily monitoring and review of recorded and live agent calls. Calls should be monitored to ensure agents are providing accurate and complete information while following all laws and regulations while providing an excellent customer experience. The QA Analyst will complete scorecards, call feedback, and statistical reporting to allow call center leadership the ability to assess agent skill set and compliance.

Requirements

Excellent verbal and written communication skills that include the ability to write effective business memos and correspondence.
Ability to solve problems in a strategic and tactical manner and use good judgment in making decisions.
Ability to work independently, use self-initiated follow-up to meet deadlines and proven ability to successfully manage multiple projects concurrently.
Well-organized, self-motivated, goal-oriented, and flexible.
Oral Expression - The ability to communicate information and ideas verbally with others, and discerning between target audience
Oral Comprehension - The ability to listen to, and understand information conveyed verbally
Written Comprehension - The ability to read and understand information and ideas presented in writing, as well as being discerning of target audience when responding in writing
Writing Expression - The ability to communicate information and ideas in writing so others will understand
Speech Clarity - The ability to speak clearly so others can understand you
Meticulous Ability to be effective when addressing all parts of a task, with the most accuracy
Initiative - Ability to be work on projects by self; be inquisitive about the infrastructure, processes, deployed technology; be vigilant about business inefficiencies and risks, and discern appropriate action to rectify those
3+ years Customer Service Experience
Analytical and problem-solving skills
6-9 Months of employment with MHA Systems, Inc.

Nice To Haves

Associate degree
2+ years Call Center Customer Service Experience
Call monitoring/auditing experience preferred
Microsoft Office

Responsibilities

Achieves daily scheduled number of call monitoring’s
Provides accurate review and audit information per the approved call monitoring scorecards
Assists the QA Manager in providing data and reporting for daily, weekly, and monthly audit results
Keeps updated on TCPA and other consumer contact laws and regulations
Collaborates with call center personnel to improve the customer experience
Provides accurate, clear and concise feedback.
Assists with the onboarding and training of new QA Analysts as needed.
Must maintain a minimum of 90% in attendance record during employment.
Provides weekly reports on time.
Assist Customer Care as needed.
Other duties as assigned.