Quality Improvement Specialist

Job Description Summary

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As a Call Center Quality Assurance Analyst, you will play a crucial role in evaluating and enhancing customer service interactions for our Partner team, specifically focusing on Tier 1 agents, which includes Levels 1 and 2.

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How Will You Make An Impact & Requirements

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This position is designed for individuals who are passionate about customer experience and are committed to improving processes and efficiencies within the call center environment.

Responsibilities

• Your primary responsibility will be to conduct regular quality evaluations of customer interactions, ensuring that they meet the company's quality standards and contribute to an elevated support experience for customers
• Participate in calibration sessions with leadership and other analysts to ensure that quality evaluations are consistent, fair, and productive
• Identify opportunities for process improvements within the Tier 1 team and effectively communicating these insights to Quality Leadership
• Providing detailed and constructive feedback to agents will be essential in helping them close performance gaps, identify training needs, and enhance overall service quality
• Additionally, you will contribute to the development of knowledge and training resources, collaborate with quality teams to refine quality assurance tools and processes, and generate quality reports that provide actionable insights and recommendations
• Your ability to work independently in a remote environment while also collaborating effectively with team members will be key to your success in this position
• Conduct regular quality evaluations of customer interactions handled by Tier 1 agents, ensuring adherence to company quality standards and an elevated support experience
• Participate in calibration sessions with leadership and other analysts to ensure consistent, fair, and productive quality evaluations
• Identify opportunities for process improvements and efficiencies within the Tier 1 team and communicate these with Quality Leadership
• Provide detailed and constructive feedback to agents to help close performance gaps, identify training and resource opportunities, and to enhance overall service quality
• Contribute to knowledge and training resources
• Collaborate with quality teams and quality leadership to help refine quality assurance tools and processes
• Generate and analyze quality reports to provide actionable insights and recommendations
• Contribute to a team-oriented environment by sharing credit and supporting colleagues in achieving high performance standards
• Adhere to deadlines and maintain a high level of accountability in all tasks and responsibilities
  
  

Compensation: $46,160K - $69,240K and bonus eligible

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