Quality Assurance Analyst

Back

Quality Assurance Analyst

@ Stuller

Description

  • The Quality Assurance Analyst is responsible for assessing the quality of the performance of our call center associates who interact with our existing customers.
  • The QA Analyst will monitor inbound and outbound calls, emails responses, and chats to assess the associate’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
  • This individual will also assist by making recommendations for enhancements to training materials as needed.


Duties & Responsibilities:

  • Performs call monitoring and provides trend data to the management team.
  • Uses quality monitoring data management system to compile and track performance at team and individual levels.
  • Performs monitors of Customer Care email responses.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call calibration sessions for call center staff.
  • Provides feedback to call center team leaders and managers.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Perform other duties as assigned.


Qualifications:

Skills:

  •  Excellent verbal, written, and interpersonal communication skills
  • Customer-focused with a commitment to providing customers with an exceptional experience
  • Focus on quality and customer service
  • Exceptional listening and analytical skills
  • Solid time management skills
  • Writing proficiency
  • Must be proficient with Microsoft Office (intermediate Word, basic Excel)


Qualities:

  • 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


Experience:

  • 2 years minimum Call Center Experience
  • Bi-lingual a plus


How to Apply:

Apply online at https://www.stuller.com/careers/

Visit Site to Apply

Location: Lafayette, LA
Date Posted: March 23, 2022
Application Deadline: May 27, 2022
Job Type: Full-time