QA Engineer
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Quality Assurance Supervisor, Analytics
Velera
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $66,100 - $82,600 per year
Job Level
Mid-LevelSenior
About the role
- Manage employee performance, to include coaching, communicating employee progress toward goals, and taking corrective actions, where necessary; track and document employee performance, and provide feedback on daily work, service levels, and applicable performance metrics.
- Manage and approve builds of queries and reports designated for automated analysis and topic identification completed by analytics analysts
- Work with supported business unit leaders to identify and implement process improvements to maximize quality, efficiency, and cost effectiveness of team; facilitate ongoing process improvements.
- Communicate company strategies, client initiatives, system enhancements, performance and other key information to team; conduct team meetings on a regular basis.
- Maintain thorough knowledge of call center, fraud, collections, disputes and financial industries and applicable best practices.
- Improving and integrating the speech analytic framework into the day to day operation for the Contact Center.
- Enhances VELERA’s investment in speech analytics technology to deliver useful insights that drive quantifiable improvements to the customer experience, KPI performance and trends, and deep insights into how to best acquire, retain, and service our members.
- Create and analyze pertinent production related statistical data, making recommendations for improvement; respond to requests for analysis regarding quality scores; actively participate in operational discussions and provide analysis and insight.
- Provide in-depth speech analytics insights, analysis, and reporting to partners across all departments
- Coach analytics analysts to create useful plans through the analysis of both quantitative and qualitative data, building recommendations that directly address business objectives
- Review call trends and provide analysis for production and process improvements to ensure quality standards are consistently achieved in all sites.
- Assist in the production and distribution of reports on quality of service and measurements of performance as directed by Quality Manager.
- Assist Quality Manager with database maintenance and troubleshooting of Quality Assurance and recording databases.
- Manage process documentation and communication both within the team and with the appropriate external parties.
- Participate in evaluation and implementation of new products and services as requested by Quality Assurance Manager.
- Partner with leadership to develop and support a high-performance culture that focuses on continuous improvement and provide high quality delivery to internal and external customers.
- Assist department members as needed to minimize errors that might result in monetary loss.
- Perform other duties as assigned.
Requirements
- Associate’s degree or equivalent combination of education and experience required.
- Three (3) years of quality experience in a complex multi-call type contact center environment required.
- Three (3) years financial services or related experience required.
- Minimum 3 years prior lead or supervisory experience required.
- Intermediate Microsoft Excel skills required, LC Systems preferred
Benefits
- Medical with telemedicine
- Dental and Vision
- Basic and Optional Life Insurance
- Paid Time Off (PTO)
- Maternity, Parental, Family Care
- Community Volunteer Time Off
- 12 Paid Holidays
- Company Paid Disability Insurance
- 401k (with employer match)
- Health Savings Accounts (HSA) with company provided contributions
- Flexible Spending Accounts (FSA)
- Supplemental Insurance
- Mental Health and Well-being: Employee Assistance Program (EAP)
- Tuition Reimbursement
- Wellness program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
speech analyticsdata analysisperformance metricsprocess improvementreportingcoachingquantitative analysisqualitative analysisdatabase maintenancetroubleshooting
Soft skills
communicationleadershipteam managementcoachingorganizational skillsproblem-solvingcollaborationanalytical thinkingadaptabilitycontinuous improvement
Certifications
Associate’s degreeQuality Assurance certification
