QA Representative

Job Description

Job Summary:
The Quality Analyst Representative samples and evaluates end-user transactions, i.e. telephone calls, emails, and web for accuracy and conformance to quality standards.  The Quality Analyst reports results of evaluations to appropriate stakeholders on a weekly or monthly basis as required.

Responsibilities:
• Achieve departmental productivity requirements including number of calls monitored per month, per         agent, and on schedule
• Facilitate and/or participate in calibration sessions with quality and leadership staff as required
• Facilitate remote monitoring sessions as needed
• Provide effective agent coaching to improve performance
• Maintain quality scoring forms and definitions as required
• Provide recommendations to improve agent performance through changes in process flow, scripting,       etc
• Participate in internal quality audits as needed
• Demonstrate mastery and comprehension of client’s quality standards
• Maintain understanding of operation while process monitoring
• Support management focus on review of key drivers, metrics and operational processes that drive           balanced scorecard and account profitability goals
• Maintain close linkage to trainers to drive operational success

Skills & Responsibilities

Desired Skills: 
• High School Diploma or GED required
• College degree preferred. Educational requirement may be substituted with equivalent industry-               related business experience 
• Minimum 2-3 year experience in a call center customer service environment or 1 year in a quality           assurance role
• Previous front-line experience in the program being supported is preferred
• Working knowledge of applicable customer contact systems
• Ability to use monitoring tools and reporting software/applications
• Analytical and process improvement skills
• Effective feedback and coaching skills
• Excellent oral and written communications
• Strong interpersonal skills / Performance-oriented
• Sound organizational and team-building skills
• Ability to respond to changing environment

THE COMPANY:
Concentrix is a recognized leader in providing platforms, people and services to support high-value interactions at every stage of the customer lifecycle.
Acquire. Support. Renew. From initial customer acquisition through renewal – our suite of complementary services and technology provides you with the support you need to satisfy even the most complex customer requirements. By delivering from our locations in Asia, Europe, Latin America, Canada, and the United States in over 33 major languages, we give our clients the global reach essential for business success. Our results: satisfied clients, some with relationships of 12 years or more.

Concentrix - A SYNNEX Corporation Company is an Equal Employment Opportunity employer M/F/D/V and is committed to the Quality Policy.

Salary Details

Salary DOE + Bonus

What we Offer:
• A rapidly growing company with significant career growth opportunities
• A culture committed to teamwork and continuous improvement
• An attractive compensation package including medical, dental; PTO, paid holidays

Location Details

,