QA Analyst For Call Center (Call Auditing)
Company: TEKsystems
Location: Renton
Posted on: May 4, 2024
|
|
Job Description:
MUST BE ABLE TO WORK ONSITE IN RENTON, WA
CALL AUDITING POSITION FOR CALL CENTER REPS
THIS IS NOT A TECHNICAL/ENGINEERING ROLE
Description:
--- Monitors, evaluates and scores a specified number of calls each
month for all clients in order to provide an overall assessment of
call center and collections quality
--- Enters quality scores into a database for tracking and
reporting purposes
--- Quality issues and performance measures are used to ensure the
highest level of customer service to cardholders while maintaining
the integrity of the client
--- The Call Center QA Analyst will responsible for auditing,
analyzing, and managing call center adherence
--- This individual will collaborate with multiple departments and
outsourced vendor call centers to ensure that sites are
implementing the program with a high degree of accuracy and
effectiveness that drives agent performance
--- Audit representative samples of QA Evaluations in all call
center locations to assess accuracy of scoring and analyze results
to uncover areas of opportunity for improvement
--- Develop and implement improvement strategies with call center
QA teams and center leadership to drive performance improvement to
Key Performance Indicators
--- Manage communication between internal support departments and
call center sites to ensure training and knowledge portal
information is accurate and effective
--- Maintain awareness of call volume trends and customer needs to
make recommendations for process changes / improvements that will
promote a superior customer experience
--- Lead calibration meetings with key stakeholders to develop
excellence in Quality Assurance evaluation assessments across the
enterprise
--- Analyze call trends through call listening to uncover customer
concerns that drive the business and work with internal departments
to develop solutions to improve the customer experience
--- Attend project status and planning meetings as needed
Additional Skills & Qualifications:
--- Experience auditing and analyzing calls from a call center
environment
--- Proficient in MS Office suite, especially Excel
--- Proficient in leading meetings, providing feedback, and
coaching for improved performance
--- Strong analytical skills
--- Strong written and verbal communication skills
--- Ability to work well in a fast paced collaborative work
environment
--- Exceptional project management skills and attention to
detail
--- Ability to manage priorities and set direction for a team
--- Experience communicating with team members and key stakeholders
and setting expectations
About TEKsystems:
We're partners in transformation. We help clients activate ideas
and solutions to take advantage of a new world of opportunity. We
are a team of 80,000 strong, working with over 6,000 clients,
including 80% of the Fortune 500, across North America, Europe and
Asia. As an industry leader in Full-Stack Technology Services,
Talent Services, and real-world application, we work with
progressive leaders to drive change. That's the power of true
partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all
applications without regards to race, sex, age, color, religion,
national origin, veteran status, disability, sexual orientation,
gender identity, genetic information or any characteristic
protected by law.
Keywords: TEKsystems, Renton , QA Analyst For Call Center (Call Auditing), Professions , Renton, Washington
Click
here to apply!
|