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Education at Work · 4 months ago

Seasonal Quality Assurance Analyst

Tempe, AZ

Full-time

Onsite

Entry Level

$50K/yr - $55K/yr

1+ years exp

Education at Work is seeking a detail-oriented Quality Assurance Analyst to evaluate the performance of staff, processes, and tools that drive exceptional customer experiences. This seasonal role involves ensuring compliance with the company’s quality management system and delivering actionable insights to support continuous improvement.

Call CenterConsultingEducationEmploymentNon ProfitOutsourcingStaffing AgencyTraining

Responsibilities

Support and communicate with operations and training stakeholders by providing critical insight, escalations, data analysis and reporting to meet both internal and client requirements

Listen to recorded or live call interactions to assess the student employee’s adherence to the client’s compliance policies and procedures

Evaluate calls to ensure proper call handling, use of workflows and compliant tool usage

Analyze product knowledge, problem-solving abilities, communication, and navigational skill set demonstrated by the student and record the findings

Conduct coaching and feedback sessions based on evaluation results

Identify quality alerts such as trends, compliance or quality defects and other areas of opportunities based on evaluation data; create a root cause analysis to recommend solutions and best practices for improvement

Responsible for accurate and timely reporting on a rolling basis; track and maintain key quality metrics, evaluations, and coaching records

Calibrate and meet regularly to review team performance with operations and training leadership to ensure consistency and accuracy of the evaluation process

Quality analysts are subject to an audit for development purposes and may assist in the maintenance of service levels by providing phone coverage if necessary

Qualification

Quality analyst experienceData analysisCustomer care processesExcel proficiencyPC hardware/software knowledgeAnalytical skillsCustomer service attitudeCommunication skillsTeamworkFlexibility

Required

Bachelor's or associate degree in a business-related field preferred

A minimum of 1 to 2 years of quality analyst experience or equivalent combination of education and experience

At least 1- 2 years of previous customer service; contact / call center environment experience preferred

Excellent verbal, written, and interpersonal communication skills

Ability to remain unbiased, professional, and consistent in their findings

Detailed oriented, possess analytical skills and ability to interpret data

Demonstrated ability to work well in a team environment

Attitude and ability to provide exceptional customer service

Flexibility to adapt to changing priorities and business practices

Intermediate level of knowledge/familiarity with PC hardware and software

Intermediate excel proficiency- must be able to add/edit/remove formula-based rule formatting, data validations, and other fail safes to ensure reliable analytical output

Strong knowledge of customer care processes and techniques