Description

The customer care quality assurance analyst plays a crucial role in ensuring the highest standards of customer care are maintained within our contact center operations. Responsibilities include reviewing calls, evaluating representative performance, identifying areas for improvement, and implementing quality processes to enhance overall customer satisfaction.

Requirements

Essential Functions and Responsibilities

• Conduct regular evaluations of calls handled by customer care representatives (CCRs) to assess adherence to company policies, procedures, and quality standards.
• Analyze performance metrics and key performance indicators (KPIs) to identify trends, patterns, and areas of improvement for individual CCRs and Customer Care.
• Provide constructive feedback and coaching to CCRs based on quality-evaluation results, focusing on areas for improvement and opportunities for skill development.
• Collaborate with the training manager and supervisors to develop and implement training programs tailored to address identified gaps in CCR perform
  ance and enhance overall service quality.
• Maintain accurate records of quality-evaluation results, trends, and improvement initiatives. Prepare and present comprehensive reports to the training manager highlighting key findings and recommendations.
• Assist in the development of comprehensive documentation for Customer Care processes, procedures, and best practices, including scripts, training materials, manuals, and FAQ.
• Partner with Operations personnel to regularly review and update existing documentation to reflect changes in processes, policies, or technologies. Ensure all documentation is accurate, clear, and consistent.
• Continuously review and refine quality assurance processes and procedures to optimize efficiency and effectiveness. Propose and implement innovative solutions to enhance the overall customer experience.
• Collaborate closely with various departments, including Operations, Disputes, and Customer Care, to align quality assurance efforts with broader organizational goals and objectives.
• All other duties as assigned.

Required Skills/Abilities

• In-depth understanding of customer care operations, including call-handling processes, customer care principles, and performance metrics
• Exemplary soft skills pertaining to customer care (active listening, communication, empathy, patience, flexibility, positive attitude, conflict resolution, etc.)
• Proficiency in quality assurance methodologies, tools, and techniques
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven recommendations
• Excellent communication skills, both verbal and written, with the ability to provide constructive feedback and communicate effectively
• Detail-oriented with a focus on accuracy and precision in evaluating performance and maintaining records
• Ability to work independently and collaboratively in a fast-paced environment, effectively managing multiple priorities and deadlines
• Proficiency in Microsoft 365 (Word, Excel, PowerPoint) and experience with quality-monitoring software/systems

Minimum Qualifications

• Minimum of two years of experience in a customer care environment OR at least one year of experience in quality assurance in a customer care environment
• High school diploma or equivalent
• At least 18 years of age

Supervisory Responsibilities/Accountabilities

• This position does not have supervisory responsibilities/accountabilities.

Working Conditions

• Work is performed within an indoor office environment utilizing standard office equipment.
• General office environment physical requirements include sitting, extensive use of computers and keyboards, lifting of less than 20 pounds plus walking and standing for long periods of time.
• Travel: This position does not normally require overnight travel.
• Remote Work: This position is not eligible for remote work.