Job Summary:
Under general supervision, the Senior Analyst is responsible for QA reporting and maintaining quality assurance monitoring software.

Job Expectations:

• Assist with implementation and training of quality assurance monitoring system.
• Assist with preparing/presenting weekly/monthly/quarterly process reports. 
• Identify and report QA performance gaps for both in-house and outsourced contact centers.
• General resource for guidance and troubleshooting QA monitoring software.
• Coordinate with Marketing to test upcoming website promotions prior to them going live.
• Collaborate and validate regularly with Business Intelligence Team the accuracy of QA, productivity reporting information.
• Review and decision QA agent disputes. 
• May handle special tasks or assignments pertaining to quality assurance and training.
• Own Zendesk administration for bug fixes and enhancement requests.
• Other duties, as assigned.

Knowledge, Skills and Abilities:

• A professional, positive, and enthusiastic attitude – customer-centric
• Bi-lingual (may be required) – English + other language
• Knowledge of customer service principles and practices
• Attention to detail and accuracy is a must
• Able to develop quality assessment reports for management
• Oral and written communication skills, strong interpersonal skills, and organizational abilities
• Ability to take initiative, maintain confidentiality, meet deadlines, and work in a team environment
• Ability to work independently, self-sufficient with minimal supervision
• Computer literate – Gmail, MS Office (Word, Excel, and PowerPoint)
• Advanced reporting skills
• Ability to type 40 WPM

Equipment Knowledge:

• Experience with NICE, Verint, eTalk, or other quality monitoring systems preferred
• Zendesk experience preferred

Experience Requirements:

Requires a minimum of one (1) year related experience, typically in a contact center environment. Experience with quality assurance a plus.

Education Requirements:

Associate’s degree in Business or related field preferred or a combination of education and equivalent work experience.
 

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