Conduent

Quality Assurance Analyst

Conduent

full-time

Posted on:

Origin:  • 🇺🇸 United States • Alabama, Arizona, Colorado

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Salary

💰 $20 per hour

Job Level

SeniorLead

About the role

  • The Quality Assurance Analyst will monitor processes and call quality to ensure compliance with applicable Performance Standards. Utilizes data analysis and process improvement skills to identify, implement, and monitor operations for adherence and operational efficiency. As a member of the team, you will be responsible for performing tasks such as Auditing calls, coaching, and training your team. This position is considered a production-oriented position, which includes adherence to Client based service level agreement goals.
  • Conduct call audits to ensure quality and compliance.
  • Offer coaching and constructive feedback to team members.
  • Manage and resolve escalated customer issues.
  • Generate and review monthly quality reports.
  • Identify key trends and present findings to management.

Requirements

  • Must be able to clear a criminal background check and drug screening.
  • Must be at least 18 years of age or older.
  • Must have a high school diploma or general education degree (GED).
  • Strong attention to detail
  • Knowledge of Microsoft products (i.e., Word, Outlook, Excel)
  • Self-Starter.
  • Must pass an internet speed test (download equal to or greater than 25, upload equal to or greater than 5, Ping ms equal to or less than 175)
  • Must have the ability to connect with an ethernet cable to a modem/router
  • Live in one of the following states AL, AR, AZ, CO, CT, DE, FL, GA, ID, IN, IA, KS, KY, LA, ME, MI, MS, MO, NE, NV, NH, NJ, NM, NC, ND, OH, OK, PA, RI, SC, SD, TN, TX, UT, VT, VA, WA, WV, WI, WY