Analyst, Call Quality Assurance (IT)

General Purpose of the Job

The Analyst, Call Quality Assurance conducts quality assurance audits of the following: inbound and outbound calls and chat transcript, assuring company standards are maintained and product integrity is preserved. Consults with leadership to resolve quality, compliance, and efficiency problems. Function in conjunction with leadership, compliance, training, on special department projects. This position has no direct supervisory responsibilities, but does serve as a coach and mentor for other positions in the department. This position reports to the Senior Manager, IT Customer Experience

Essential Duties and Responsibilities

• Interprets and implements quality assurance standards

• Evaluates and prepares adequacy of quality assurance standards

• Identifies training needs and organizes training interventions to meet quality standards

• Creates reports to communicate outcomes of call reviews

• Investigates customer complaints and non-compliance issues.

• Makes recommendations on training and development improvement opportunities ie. How to reduce HIPAA and Call recording disclaimer violations

• Documents and participates in internal audits

• Maintains, updates and provides training on QA Dashboard (currently using NICE).

• Develops and implements new quality assurance requirements that meet compliance guidelines. This also includes creating and maintaining actionable call templates to measure agreed upon metrics

• Analyzes QA data, arranges reports, and conducts monthly calibration meetings with leadership

Education and Experience

• 2-4 years experience in QA call quality.

• High School diploma required

Specialized Experience, Training, or Certifications

• Intermediate computer skills with proficiency in Microsoft Office

• Minimum of 2 years analytics or quality assurance experience

• Previous experience in a Call Center environment

• Minimum 2 years of experience with NICE or other call QA software