Onsite Call Center Quality Analyst

This position will require onsite presence at our facility in Casselberry.

EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.

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1. Call Monitoring
Evaluates English communication skills of agents
Provides feedback and coaching for every evaluation
Conducts Root Cause Analysis
Identifies communication barriers during call monitoring
Sends agents to special trainings in communication skills when needed

2. Five audits per agent with coaching
Plots monitoring schedule
Coordinates with Ops Supervisors for QA meetings with teams and Root Cause Analysis (RCA) sessions with agents
Develops action plans based on root causes
Conducts Performance Improvement Plan for low performers

3. Daily, Weekly , Monthly and Special Reports
Produces and submits reports to Operations Supervisors containing evaluations and scores
Submits Weekly RCA Report to QA Supervisor
Updates daily reports of the department containing QA scores
Issues Performance Improvement Process (PIP) related forms

4. Information dissemination and calibration
Conducts and joins internal and external call calibration sessions
Attends conference calls with the client on specific skills for calibration purposes
Reads and disseminates important information from e-mails, Agent Support, etc.
Discusses QA guidelines with agents
Takes refresher courses
Participates in meetings with QA Supervisor and whenever invited by Operations

5. Special projects
Performs special assignments given by the immediate supervisor
Participates in incentive programs of the QA department
Acts as stand-ins in the absence of the Operations Supervisor in providing team assistance

Graduate of any 4-year degree or its equivalent
• At least one year experience in Call Center operations
• Prior Quality Assurance experience is preferred