Job Description

• Participates in design of call monitoring formats and quality standard
• Performs audit for both verbal and written replies of Customer Experience Executives to our customers
• Provides actionable data to various internal support groups as needed
• Coordinates and facilitates calibration sessions for Customer Experience Executives
• Provides feedback to Customer Experience team leaders and managers
• Prepares and analyzes internal and external quality reports for management staff review
• Provides and initiate training programs for internal staff for improvement
• Perform other duties as assigned

Job Requirements

• 2-3 years Quality Assurance Analyst experience
• Excellent verbal, written and interpersonal communication skills
• Self-motivator and self-starter
• Exceptional listening and analytical skills
• Solid time management skills
•  Ability to effectively deal 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
• Able to adapt well to changes and successfully set and adjust priorities as needed
• Proficient with Microsoft Office (intermediate Word, basic Excel)

Company Benefits

Additional Info