Quality Assurance Analyst

Job description

Overview The Quality Assurance Analyst will be responsible for monitoring and scoring calls from all departments on the call center operations floor daily. They will be expected to grade calls by using departmental score sheets entered in VPI Voiceprint & CIC application and bring any major issues to that department supervisor immediately. This person will have a direct role in the improvement of the overall quality of the cell center. Responsibilities: - Monitor calls for the entire call center operations floor and score those calls based on the evaluation form for their department. Including sales, retention calls, real alarm events, trouble-shooting calls and account creations, among others as necessary. - Keep track of recurring issues heard on the floor and bringing those issues to the attention of the supervisory staff. - Work in conjunction with Supervisory & Training staff to recommend training topics and representatives in need of training. - Able to communicate effectively with supervisors and managers concerning any issues. - Capability to run reports in VPI for quality statistics by department and representative. - Support the Quality Assurance Supervisor in all duties...