Quality Assurance Analyst - Contact Center

Utility Connect is the highest rated home services connection company in the nation and our complimentary service gives the consumers the ability to connect all of their home essential services in one place. We are rapidly growing and seeking an experienced Quality Assurance Analyst to join our team. Visit us at www.utilityconnect.net

JOB SUMMARY

The Call Center Quality Assurance Analyst monitors, measures and documents the quality of performance of employees who communicate with our clients. This position ensures services meet established standards of optimum quality, including reliability, usability and performance. Additional duties include developing metrics, trend analyses, reporting and support training initiatives.

ESSENTIAL FUNCTIONS OF THE ROLE

• Performs call monitoring, evaluation, feedback and documentation.
• Performs quality checks and audits of inbound and outbound calls and other electronic contacts to ensure adherence to policies and procedures and high level of customer service.
• Meets the monthly minimums to include volume numbers of calls monitored throughout the department.
• Works with Supervisors to help them deliver appropriate coaching to the Contact Center staff by answering questions and clarifying feedback and comments. May need to deliver coaching to the staff as needed.
• Monitors, identifies and documents trends and quality risks, and serves as a resource regarding quality concerns or issues. Participates in meetings, and provides feedback on productivity to contact center employees and management.
• Participates in continuous quality improvement initiatives. Works closely with management to provide feedback on client satisfaction to support process improvements.
• Collaborates with upper management to identify training needs, develop training materials and campaigns, and assists with training initiatives to enhance call center quality scores.
• Conducts regular department and enterprise call calibration sessions to ensure consistency with call scoring within the department.
• Provides trend reports and conducts analyses to drive call center performance. Reviews various reports to ensure that contact service forms have been resolved timely and accurately.

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KEY SUCCESS FACTORS

• Proficient in all Microsoft Applications including Word, Excel, and PowerPoint.
• Ability to work in a fast paced, ever changing environment.
• Ability to comprehend, write and speak in Spanish
• Excellent verbal, written and electronic communication skills required.
• Complex problem analysis and problem solving skills required.
• Requires attention to detail, with good data collection, management and analyses.
• Ability to plan and organize.

BENEFITS

Our competitive benefits package includes the following

• Growth Opportunities - we are rapidly growing and always promote within.
• Excellent Insurance - Medical, Dental, Vision
• Paid Company Holidays and Paid Vacation
• A fantastic culture and work environment.