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Quality Assurance Analyst
Assurant
Chicago, IL, United States
Job Details - this job has expired, please see similar jobs below
Description
The Quality Assurance Analystwill be responsible for identifying call insights to help increase sales. The individual will listen to calls and identify trends, monitor and report on findings, assist with tests, and lead calibration meetings with sales center management. The QA Analyst provides support for various modules to customers, peers and management with diagnostic troubleshooting assistance and strives to further organizational and company goals.
• Conduct performance-based measurement assessments for objective evaluation of instructional programs.
• Identify area of improvement and make recommendations for correcting.
• Monitor inbound and outbound calls for compliance, process improvements, sales opportunities, and accuracy.
• Lead calibrations with sales center management to analyze problems and optimize processes.
• Build presentations that effectively analyze and communicate insights.
• Learn and adapt quickly, able to multi-task while effectively managing time with limited oversight.
• Play an active role in quality feedback forms, processes, and training.
• Exceed performance metrics, such as listening to certain number of calls daily.
• Remain professional, polite, and composed throughout all internal and external interactions.
• Provide regular updates to the Lead QA Analyst (or higher) regarding the status and progress of discrepancies as well as the overall release quality.
• Provide regular updates to the Lead QA Analyst (or higher) regarding the status and progress of discrepancies as well as the overall release quality.
Qualifications
Education, Certifications and Experience:
Minimum
• 4 Years of Quality Assurance experience
• 5 Years of experience supporting contact center employees
• 2 Years of agent coaching experience
• 2 Years of leadership development
Education, Certifications and Experience:Preferred
• Certified Professional in Learning and Performance (CPLP) credential
• Some technical knowledge a plus
Knowledge, Skills and Abilities:
• Strong verbal and written communications skills
• Strong analytical skills
• Extremely thorough and detail-oriented and must work well with established processes
• Skilled at identifying possible problems throughout the application development process
• Ability to use intuition to problem-solve
• Meticulous and organized about documenting process steps
• Work well with others
• Ability to work effectively with team or company staff
• Ability to maintain confidentiality