Quality Assurance Analyst I

Responsibilities:

• Participate in design of monitoring formats and quality standards.
• Perform monitoring and provide trend data to site management and Quality team.
• Use quality monitoring data management system to compile and track performance at team and individual level.

Qualifications:

• At least two (2) years of quality assurance or customer service experience in a contact center.
• Excellent verbal, written and interpersonal communication skills.
• Ability to multitask and successfully operate in a fast paced, team environment.

Additional Responsibilities:

• Provide actionable data to various internal and external support groups as needed.
• Provide feedback to service desk team and managers.
• Prepare and analyze internal and external quality reports for management staff review.