The Quality Assurance Customer Service Analyst (QA) is responsible for assessing the quality of the performance of our customer service associates who deal with our existing and potential customers. The QA will monitor inbound and outbound calls, chatsand emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing customer service quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer’s experience.
Participates in design of call monitoring formats and quality standards.
Performs call monitoring and provides trend data to the Customer Service Manager.
Uses quality monitoring data management system to compile and track performance at team and individual level.
Performs monitoring of customer care email, chat and phone responses.
Participates in customer and client listening programs to identify customer needs and expectations.
Provides actionable data to various internal support groups as needed.
Coordinates and facilitates call calibration sessions for customer service staff.
Provides feedback to the customer service team manager.
Prepares and analyzes internal and external quality reports for management staff review.
Perform other duties as assigned.
KNOWLEDGE, SKILL SET & QUALIFICATIONS REQUIRED
2-3 years Call Center Experience
Bachelor Degree a plus
Excellent verbal, written and interpersonal communication skills
Outstanding customer service skills and dedication to providing exceptional customer care
Must be self-motivator and self-starter
Focus on quality and customer service
Exceptional listening and analytical skills
Solid time management skills
Must be able to effectively deal with people at all levels inside and outside of the Company
Creative ability & writing proficiency
Ability to multitask and successfully operate in a fast paced, team environment
Must adapt well to change and successfully set and adjust priorities as needed
Must be proficient with Office, Google Docs, Gorgias (or similar software like Zendesk)
25-30 hours/ week
Monday - Friday, after 5pm PST