Quality Assurance Analyst

Be part of a passionate team and create opportunities!
QUALITY ASSURANCE ANALYST
JOB DESCRIPTION:
>Monitors formats and quality standards
>Uses quality monitoring data management system to compile and track performance at team and Individual level
>Coordinates and facilitates call calibration sessions for call center staff
>Provides feedback to call center team leaders and managers
>Prepares and analyzes internal and external quality reports for management staff review
>Recommends improvement on processes and standards
>Determines strengths and weaknesses based on gathered data and provides strategic recommendations to help improves agent's performance
>Participates in meetings with the management
>Perform other duties as assigned
QUALIFICATIONS:
>1-2 years Call Center Experience (inbound or outbound)
>1 year QA Analyst Experience
>Excellent verbal, written and interpersonal communication skills
>Outstanding customer service skills and dedication to providing exceptional customer care
>Must be self-motivator and self-starter
>Focus on quality and customer service
>Exceptional listening and analytical skills
>Solid time management skills
>Must be able to effectively deal with people at all levels
>Creative ability & writing proficiency
>Ability to multitask and successfully operate in a fast paced, team environment
>Must adapt well to change and successfully set and adjust priorities as needed
>Must be proficient with Microsoft Office (intermediate Word, basic Excel)
EQUIPMENT:
?? Hardware: Laptop/Desktop
?? Headset: headset with noise-cancelling feature
?? Connectivity: Minimum of 10 Mbps
?? Software: Microsoft Office & PDF reader, Anydesk, Gdrive, Skype
|| Full Time and Long Term Employment
|| Basic Salary + Government Mandated Benefits
|| Internet allowance, Bonuses and other incentives
|| We are growing so there is great opportunity for leadership and promotion
|| Salary will be based on: Skills, Attitude, Performance, Attendance
|| US and Canadian clients
|| Shift: Graveyard Monday to Friday
|| Training: less than a month
WE LOOK FORWARD TO MEETING YOU!