Onsite Call Center Quality Analyst

OVERVIEW

This position will require onsite presence at our facility in Casselberry.

EQUAL OPPORTUNITY STATEMENT 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/

RESPONSIBILITIES

1. Call Monitoring

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

2. Five audits per agent with coaching

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

3. Daily, Weekly , Monthly and Special Reports

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

4. Information dissemination and calibration

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

5. Special projects

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

QUALIFICATIONS

• Graduate of any 4-year degree or its equivalent
• At least one year experience in Call Center operations
• Prior Quality Assurance experience is preferred

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