Job Openings

QA Analyst, Call Center

Job ID: BH345626

Category: Quality Assurance (QA)

Specialty: Other

The accountabilities of the QA Analyst are:

  • Conduct assigned quality reviews, provide feedback, and create reports as required
  • Support the Supervisor in coaching systematic performance issues (as required)

The main responsibilities of the QA Analyst are:

  • Monitor (phone and non-phone) customer interactions and provide coaching / feedback to Agents
  • Update evaluation forms and input results to develop reports
  • Become a referent in the application of the Coaching Performance framework
  • Calibrate with vendors and compliance to ensure a single standard for call scoring
  • Audit vendor quality assurance activities and programs

Interdependencies & Coordination of the QA Analyst are:

  • Coordinate with learning team to identify trends on calls and develop appropriate and cost-effective learning interventions
  • Coordinate with company BU compliance teams to ensure the contact centers meet requirements
  • Deliver relevant information to the operation to drive process-level improvements.

Background:

  • High-school degree – Must
  • Total experience of 5+ years, and 2+ years of relevant experience – Must

Skills:

  • Deep functional expertise (Customer Service, Quality standards) – Must
  • Passion for learning and coaching – Must
  • Experience as a Contact Center Rep (knowledge of processes, metrics, roles) – Must
  • Familiarity with company's processes and products – Plus
  • Knowledge of industry- specific regulatory requirements and best practices – Nice to have

Professional skills:

  • Flexibility / adaptability, focus, effective communications, strong interpersonal skills (active listening, feedback), autonomy / drive.

The Planet Group of Companies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Type: Temp/Contract

Location: Remote Based