Quality Assurance Analyst

Chicago, IL |$30-40K | Job ID: 105243

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Job Description

LaSalle Network is partnered with a company that offers flexible finance programs to hire a Quality Assurance Analyst. The Quality Assurance Analyst is responsible for assessing the quality of the performance of call center associates who deal with existing and potential customers. This role will monitor inbound and outbound calls and assess technical accuracy, customer service performance and conformity to company policies and procedures. The Quality Assurance Analyst will also assist in developing, creating and implementing call center quality processes and procedures, as well as making recommendations for enhancements to training materials as needed to enhance the overall customer experience.

 

Quality Assurance Analyst Responsibilities:

  • Participate in design of call monitoring formats and quality standards
  • Perform call monitoring and provide trend data to management
  • Participate in customer listening programs to identify customer needs and expectations
  • Provide actionable data to various internal support groups as needed
  • Coordinate and facilitate call calibration sessions with call center team managers
  • Provide feedback to call center team leaders and managers
  • Prepare and analyze internal and external quality reports for management staff review
  • Assist other QA analysts
  • Excellent performance in this position will result in this role having a supervisory function over the other QA staff

 

Quality Assurance Analyst Requirements:

  • 4+ years of call center QA experience
  • Bachelor’s degree a plus
  • Supervisory skills a plus
  • Excellent verbal, written and interpersonal communication skills
  • Outstanding customer service skills and dedication to providing exceptional customer care
  • Focus on quality and customer service
  • Exceptional listening and analytical skills
  • Solid time management skills
  • Must be able to effectively deal with people at all levels inside and outside of the company
  • Creative ability and writing proficiency
  • Ability to multitask and successfully operate in a fast paced, team environment
  • Must adapt well to change and successfully set and adjust priorities as needed
  • Must be proficient with Microsoft Office

 

Thank you,

 

Shakaya Boyd

Project Manager

LaSalle Network

 

Keywords and Related Terms: quality assurance analyst , customer service , call center #LI-OTOSCS

 

LaSalle Network is an Equal Opportunity Employer m/f/d/v.

LaSalle Network is the leading provider of professional staffing and recruiting services. LaSalle has worked with more than 10,000 companies, ranging from Fortune 500s to start ups. With units specializing in accounting and finance, administrative, marketing, executive search, technology, supply chain, healthcare revenue cycle, call center, and human resources, LaSalle serves companies of all sizes and across all industries.