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Quality Assurance Analyst (Call Center)

Reports to the Quality Assurance Manager.  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.  The 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.

Job Role Functions

  • Participates in execution of call monitoring formats and quality standards.
  • Assist in enhancing training materials to improve quality for the sales floor
  • Performs call monitoring and provides trend data to site management team.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Performs monitors.
  • 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.

KNOWLEDGE, SKILL SET & QUALIFICATIONS REQUIRED

  • 2-3 years Call Center Experience
  • Bi-lingual a plus
  • 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
  • Must be proficient with Microsoft Office (Word, Excel, etc.)

The position pays $14 - $16 per hour and is Full-Time with a comprehensive benefit package including health, dental, vision, 401(k), PTO and more. Incredible room for growth.  

We look forward to hearing from you!

Job Type: Full-time

Salary: $14.00 - $16.00/hour

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