Corporate Trainer
Education at Work
Quality Assurance Analyst
Education at Work
full-time
Posted on:
Location Type: Office
Location: Tempe • Arizona, Texas, Utah • 🇺🇸 United States
Visit company websiteSalary
💰 $50,000 - $55,000 per year
Job Level
Junior
About the role
- Support and communicate with operations and training stakeholders by providing critical insight, escalations, data analysis and reporting to meet both internal and client requirements.
- Listen to recorded or live call interactions to assess the student employee’s adherence to the client’s compliance policies and procedures.
- Evaluate calls to ensure proper call handling, use of workflows and compliant tool usage.
- Analyze product knowledge, problem-solving abilities, communication, and navigational skill set demonstrated by the student and record the findings.
- Conduct coaching and feedback sessions based on evaluation results.
- Identify quality alerts such as trends, compliance or quality defects and other areas of opportunities based on evaluation data; create a root cause analysis to recommend solutions and best practices for improvement.
- Responsible for accurate and timely reporting on a rolling basis; track and maintain key quality metrics, evaluations, and coaching records.
- Calibrate and meet regularly to review team performance with operations and training leadership to ensure consistency and accuracy of the evaluation process.
- Quality analysts are subject to an audit for development purposes and may assist in the maintenance of service levels by providing phone coverage if necessary.
Requirements
- Bachelor’s or associate degree in a business-related field preferred.
- A minimum of 1 to 2 years of quality analyst experience or equivalent combination of education and experience.
- At least 1-2 years of previous customer service; contact / call center environment experience preferred.
- Excellent verbal, written, and interpersonal communication skills.
- Ability to remain unbiased, professional, and consistent in their findings.
- Detailed oriented, possess analytical skills and ability to interpret data.
- Demonstrated ability to work well in a team environment.
- Attitude and ability to provide exceptional customer service.
- Flexibility to adapt to changing priorities and business practices.
- Intermediate level of knowledge/familiarity with PC hardware and software.
- Intermediate Excel proficiency - must be able to add/edit/remove formula-based rule formatting, data validations, and other fail safes to ensure reliable analytical output.
- Strong knowledge of customer care processes and techniques.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisreportingroot cause analysisquality metrics trackingcall evaluationcompliance assessmentcoachinganalytical skillsExcel proficiencycustomer care processes
Soft skills
communication skillsinterpersonal skillsattention to detailprofessionalismteamworkcustomer serviceflexibilityproblem-solvingbias-free evaluationadaptability
