What are the responsibilities and job description for the QA Analyst position at Harris & Harris?

Job Description

Harris & Harris has over 50 years of experience in customer care and revenue recovery, specializing in the utilities, government, and healthcare markets. We’re looking for friendly, professional, and motivated QA Analyst to join our Operations team. If you’re looking for a company that embraces the principles of respect, compassion and trust, please apply with us today!

The QA Analyst is responsible for monitoring the recorded calls of our Customer Care Associates and accurately scoring customized audit forms.

Schedule : Must be available for shifts during hours of – 8 : 00am to 6 : 00pm, Monday through Friday.

Location : On-site in our Coppell TX office, with the possibility of being hybrid.

Additional Compensation and Benefits :

At Harris & Harris, we truly care about each employee’s health, wellness, financial stability, and education. We are proud to offer each employee the following benefits :

Medical and Dental insurances from premium providers
401K with matching
Company paid Accident and Disability Insurance, Long Term Disability Insurance, EAP, and Travel Assistance
Tuition Reimbursement
Paid Time Off
Additional benefits such as identity theft protection, flexible spending accounts, pre-tax commuter benefits, and more.

DAY TO DAY

Track and monitor the month-over-month improvement of individual Customer Service Reps by listening to recorded calls and accurately scoring customized audit forms

Accurately input data into reporting packages to create performance summaries on a weekly / monthly basis

Review and assess current client work strategies to ensure appropriate compliance and meet company objectives

Identify and uncover trends in Customer Service Rep’s performance, client requirements and internal opportunities for improvement

Effectively use skill and expertise to add value and insight to existing processes, suggest enhancements, and develop new projects to facilitate a more effective execution and achieve organizational goals

Analyze and interpret data in a discreet, confidential manner to promote objective findings

Present audit results to the appropriate management staff in Human Resources, Training and Operations monthly to track performance

Work together as a team to draft individual audit results and report findings onto one comprehensive weekly report

Partner with the trainers to identify and recall instances of noncompliance and establish procedures that can be used for training and coaching sessions

Be approachable and available to answer any questions that reps / managers have regarding QA scores

Perform other duties as assigned

WHAT YOU MUST POSSESS

A high school graduate or equivalent education; a college degree is preferred

Work long hours with a headset on, in a repetitive nature

Possess intermediate to advanced working knowledge of MS Office products, specifically Excel

Must be a fast learner who can be trained to use multiple computer-based systems for different clients

Must be able to coach and mentor peers in both one-on-one and group settings

Strong ability to motivate people through positive communication and constructive criticism

Must be available to work in a fast-paced environment from 8am – 6pm, Monday – Friday

The ability to review calls and situations in a fair, ethical and professional manner at all times

Must be detail oriented, self-motivated and goal driven

Ability to work both independently and as a team player

Other Skills :

Good written, oral and reading communication skills.

Excellent interpersonal skills and the ability to adjust and interact with all levels of personnel.

High quality customer service skills.

Good problem-solving skills and strong attention to detail.

Ability to multitask, be organized, and set priorities to meet deadlines.

Motivated and goal driven.

Able to work in a fast-pace environment.

Able to maintain confidentiality.

WHY HARRIS & HARRIS?

Harris & Harris is a premier, full-service revenue recovery firm headquartered and founded in Chicago, IL. Founded in 1968, we have been in business for more than 50 years, and we specialize in the utilities, government, and healthcare markets.

The family business Sam Harris started is now a firm of more than 500 hundred employees including collections professionals and customer care representatives who employ the latest technology and best ethical practices to help businesses recover revenue and provide world class customer service.

We take pride in knowing what it takes to turn a call from "average" to "excellent." We have been delighting clients and customers for decades thanks to our outstanding employees. They make the difference every day, shift, and call and transform challenges into victories.

At Harris & Harris, we’re proud to be an organization where everyone is welcome and can be their authentic selves at work. We’re passionate about celebrating the differences that make each of us unique. Our culture focuses on our employees and we look for opportunities to recognize and celebrate together. We are an organization that cares about our people. From monthly activities, bonuses and contests, to competitive wages and benefits, we foster an environment where we employees feel valued.

We also are an organization that believes in the power of giving back. Our internal cross functional committee, Harris Cares, guides our philanthropic activities. We have partnered with organizations such as One Warm Coat, Greater Chicago Food Depository, American Cancer Society, Bright Pink, The Heat and Warmth Fund (THAW), and Operation Stars and Stripes. Most recently we have partnered with local schools and charitable organizations to give back to our communities including the American Heart Association, Habitat for Humanity, A Just Harvest, and R. Nathaniel Dett Elementary School.

At Harris & Harris, everyone is important, and one person can make a difference for their colleagues, for our clients, and for our company. We look forward to hearing from you!

Harris & Harris is an equal opportunity employer. Applicants will not be discriminated against based on race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws.

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