Quality Assurance Analyst I
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Job Description
Quality Assurance Analyst I at AMERICAN SYSTEMS assessing Service Desk quality and performance metrics. Enhancing customer experience through quality processes and effective communication.
Responsibilities:
- responsible for assessing the quality of the performance of our end user Service Desk
- monitor Service Level Agreement (SLA) metrics and assess technical accuracy, customer service performance, and conformity to company policies and procedures
- assist in developing, creating, and implementing quality processes and procedures
- making recommendations for the overall program to enhance the customer experience
- 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
- participate in customer and client listening programs to identify customer needs and expectations
- 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
- communicate professionally with all levels of staff both internal and external
Requirements:
- At least two (2) years of quality assurance or customer service experience in a contact center
- Higher education, training, or certification in quality assurance is a plus
- Excellent verbal, written and interpersonal communication skills
- Outstanding customer service skills and dedication to providing exceptional customer care
- Ability to work independently, self-motivator and self-starter
- Focus on quality and customer service
- Exceptional listening, time management, and analytical skills
- Work effectively with people at all levels inside and outside of the Company
- Creative ability & writing proficiency
- Ability to multitask and successfully operate in a fast paced, team environment
- Adapt well to change and successfully set and adjust priorities as needed
- Proficient with Microsoft Office (Word, Excel, Access, PowerPoint)
Benefits:
- comprehensive benefits package to ensure employees receive work-life support
- healthcare benefits
- paid leave
- retirement plans
- insurance programs
- education and training assistance
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