The fundamental purpose of a Quality Assurance Analyst (QA) is to ensure that quality and compliance guidelines are achieved on all calls taken from each agent at Centerfield Media. The QA will also make sure that agents, supervisors, team leads and other necessary departments are updated with client policies and procedures. One of the key objectives of a QA is to establish a transparent, professional and respectful relationship with account supervisors and team leads in an attempt to ensure that agents are provided with the development and coaching that they need.
Responsibilities:
• Monitor/evaluate agent calls daily.
• Meet departmental and/or provider evaluation goals.
• Effectively communicate with other members of the Quality team regarding strategies, processes, and procedures to ensure consistent productivity.
• Coach and develop agents on calls monitored.
• Track and document calls monitored evaluation scores, and trends daily.
• Utilize company software to locate calls and listen to call recordings.
• Attend training, meetings, or calibrations to ensure that they are aligned (as needed).
• Report daily production, scores, trends, and other activities completed at that time.
• Proactively establish healthy relationships with account managers, supervisors, team leads, and agents.
• Complete audit requests and quality-related projects (as needed).
• Satisfy high-level call evaluations/audits in a timely fashion.
• Proven reliability and punctuality as it pertains to attendance.
Skills/Attributes Required
• Previous experience in Quality Assurance and contact center experience mandatory
• Excellent written and verbal communication skills
• Naturally curious and passionate with an entrepreneurial spirit
• Customer-centric attitude
• Collaborative mindset
• Eager to learn and open to constructive criticism.
• Ability to work in a fast-paced environment
• Desire to meet and exceed measurable performance goals
• Highly self-driven sense of motivation
• Strong time management and organizational skills
• Tech savvy (intermediate computer skills)
Skills/Attributes Desired:
• Reporting skills
• Proficient in Microsoft Suite
• Speech Analytics Software knowledge
• Bachelor’s degree in any related field or Quality Assurance experience required
