Quality Assurance Analyst - Contact Center

About the position Utility Connect is the highest rated home services connection company in the nation, providing consumers with the ability to connect all of their essential home services in one place. We are currently seeking an experienced Quality Assurance Analyst to join our rapidly growing team. The Quality Assurance Analyst will play a crucial role in monitoring, measuring, and documenting the quality of performance of employees who communicate with our clients. This position is essential in ensuring that our services meet established standards of optimum quality, including reliability, usability, and performance. The Quality Assurance Analyst will be responsible for performing call monitoring, evaluation, feedback, and documentation. This includes conducting quality checks and audits of inbound and outbound calls, as well as other electronic contacts, to ensure adherence to policies and procedures while maintaining a high level of customer service. The analyst will meet monthly minimums for the volume of calls monitored throughout the department and will work closely with supervisors to help them deliver appropriate coaching to the Contact Center staff. In addition to monitoring calls, the Quality Assurance Analyst will identify and document trends and quality risks, serving as a resource for quality concerns or issues. Participation in meetings to provide feedback on productivity to contact center employees and management is also a key function of this role. The analyst will collaborate with upper management to identify training needs, develop training materials, and assist with training initiatives aimed at enhancing call center quality scores. Regular department and enterprise call calibration sessions will be conducted to ensure consistency in call scoring within the department. Furthermore, the analyst will provide trend reports and conduct analyses to drive call center performance, ensuring that contact service forms are resolved timely and accurately.

Responsibilities

• Perform call monitoring, evaluation, feedback, and documentation.

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• Conduct quality checks and audits of inbound and outbound calls and other electronic contacts.

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• Meet monthly minimums for the volume of calls monitored throughout the department.

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• Work with Supervisors to help deliver appropriate coaching to the Contact Center staff.

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• Monitor, identify, and document trends and quality risks.

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• Participate in meetings and provide feedback on productivity to contact center employees and management.

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• Collaborate with management to provide feedback on client satisfaction to support process improvements.

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• Assist in identifying training needs and developing training materials and campaigns.

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• Conduct regular department and enterprise call calibration sessions to ensure consistency in call scoring.

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• Provide trend reports and conduct analyses to drive call center performance.

Requirements

• Proficient in all Microsoft Applications including Word, Excel, and PowerPoint.

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• Ability to work in a fast-paced, ever-changing environment.

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• Ability to comprehend, write, and speak in Spanish.

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• Excellent verbal, written, and electronic communication skills.

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• Complex problem analysis and problem-solving skills.

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• Attention to detail with good data collection, management, and analyses skills.

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• Ability to plan and organize.

Nice-to-haves

• Experience in call center management.

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• Familiarity with quality assurance processes and methodologies.

Benefits

• 401(k)

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• Dental insurance

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• Employee discount

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• Health insurance

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• Paid time off

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• Vision insurance

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• Growth Opportunities

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• Paid Company Holidays and Paid Vacation

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• Performance bonus

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• Yearly bonus

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