QA Analyst For Call Center (Call Auditing)

Company: TEKsystems
Location: Renton
Posted on: May 4, 2024

Job Description:

MUST BE ABLE TO WORK ONSITE IN RENTON, WA
CALL AUDITING POSITION FOR CALL CENTER REPS
THIS IS NOT A TECHNICAL/ENGINEERING ROLE
Description:
--- Monitors, evaluates and scores a specified number of calls each month for all clients in order to provide an overall assessment of call center and collections quality
--- Enters quality scores into a database for tracking and reporting purposes
--- Quality issues and performance measures are used to ensure the highest level of customer service to cardholders while maintaining the integrity of the client
--- The Call Center QA Analyst will responsible for auditing, analyzing, and managing call center adherence
--- This individual will collaborate with multiple departments and outsourced vendor call centers to ensure that sites are implementing the program with a high degree of accuracy and effectiveness that drives agent performance
--- Audit representative samples of QA Evaluations in all call center locations to assess accuracy of scoring and analyze results to uncover areas of opportunity for improvement
--- Develop and implement improvement strategies with call center QA teams and center leadership to drive performance improvement to Key Performance Indicators
--- Manage communication between internal support departments and call center sites to ensure training and knowledge portal information is accurate and effective
--- Maintain awareness of call volume trends and customer needs to make recommendations for process changes / improvements that will promote a superior customer experience
--- Lead calibration meetings with key stakeholders to develop excellence in Quality Assurance evaluation assessments across the enterprise
--- Analyze call trends through call listening to uncover customer concerns that drive the business and work with internal departments to develop solutions to improve the customer experience
--- Attend project status and planning meetings as needed
Additional Skills & Qualifications:
--- Experience auditing and analyzing calls from a call center environment
--- Proficient in MS Office suite, especially Excel
--- Proficient in leading meetings, providing feedback, and coaching for improved performance
--- Strong analytical skills
--- Strong written and verbal communication skills
--- Ability to work well in a fast paced collaborative work environment
--- Exceptional project management skills and attention to detail
--- Ability to manage priorities and set direction for a team
--- Experience communicating with team members and key stakeholders and setting expectations
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Keywords: TEKsystems, South Hill , QA Analyst For Call Center (Call Auditing), Professions , Renton, Washington