Quality Assurance Analyst

  • United States
  • Full Time
  • Experienced

 

Quality Assurance Analyst

The Quality Assurance Analyst is responsible for assessing the quality of the performance of our Appointment Setters and Inside Sales Reps who deal with our existing and potential customers. This role will be reporting to the Quality Assurance Manager! 

Quality Assurance Analyst will monitor inbound and outbound call responses to assess representative's demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall 1-800Accountant customer experience!!!

Responsibilities:

  • Participates in the execution of call monitoring formats and quality standards.
  • Performs call monitoring and provides trend data to the site management team.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Participates in customer and client listening programs to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Provides feedback to call center team leaders and managers.
  • Perform other duties as assigned.

Requirements:

  • 2+ years Quality Assurance Experience
  • Experience with Google Docs and Sheets is required
  • Salesforce experience preferred 
  • Excellent verbal, written and interpersonal communication skills
  • Outstanding customer service skills and dedication to providing exceptional customer care
  • Must be self-motivator and self-starter
  • Strong focus on quality and customer service
  • Exceptional listening and analytical skills
  • Solid time management skills
  • Must be able to effectively interact with people at all levels inside of the company
  • Creative ability & writing proficiency
  • Ability to multitask and successfully operate in a fast-paced, team environment
  • Must adapt well to change and successfully set and adjust priorities as needed
  • Microsoft Office experience (Word, Excel, etc.)

Company’s health and welfare benefits including:

  • Medical
  • Dental
  • Vision 
  • FSA 
  • Dependent Care  
  • Transit benefits
  • 401K with employer match!
  • Accrue paid time off days
  • Growth! Upward mobility

Location: 800 Carillon Pkwy Ste. 250, St. Petersburg, FL 33716

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