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Internal Only Posting - Close Date: Friday, 05/03
Internal Bilingual Quality Analyst
The Contact Center Internal Quality Analyst (QA) is resonsible for monitoring and assessing call center customer service calls for quality, efficiency, and performance. The QA will monitor inbound/outbound calls and assess associate's demeanor, technical accuracy, customer service/sales performance, conformity to company policy and procedures.
Job Functions
Experience in quality assurance for phone-based programs.
Excellent written and verbal communication skills;
Client Services skills and experience running strategic projects w/ cross-functional teams;
A self-starter with creativity, energy, and a passion for driving consumer product success
Experience in objection handling, value-adding, etc.
Experience in coaching agents on an ongoing basis & manage outliers to in spec/exceeds expectations standards
Implement and give feedback on insights derived from quality reporting
Keep a pulse on the agent's knowledge and skill gaps, providing alternatives to solving them
Keep up to date and proficient in the client's voice and products
Experience in quality training and program development
Heavy interest in technology and the digital/media industry
Experience and passion for providing feedback through coaching and hands-on learning experiences
Proven track record of independently working with timelines and success measures
Must be able to multi-task and keep on track in a fast-paced, ever-changing environment
Basic reporting in Excel
Business-oriented mindset
Key Qualifications
BA/BS degree or over 2 years of relevant experience
More than 2 years of work experience in a customer support organization/tech environment; experience via phone, email & chat will be preferred
Experience working with direct consumers in a B2C environment
Routinely demonstrates listening skills and is attentive to client's needs.
Skilled at employee engagement
Maintains composure across a variety of customer and peer interactions
Embodies approachability with peers and customers alike
Delivered consistent results in previous roles
Ability to multi-task and navigate multiple, different workstreams and tools
Ability to work independently with limited supervision
Willingness and ability to appear on live video with co-workers
Ability to type in excess of 45 WPM with 95%+ accuracy
Internal Eligibility Requirements
No active PIP within the last 6 months
Good Attendance Record, 85% or higher for the last 90 days
QA Scores, 85% or higher average for the last 90 days
LOB KPIs at or above goal for the last 90 days
For lateral transfers, 6 months in current role/LOB
For promotions, no minimum tenure required
