State of Arizona · 15 hours ago
Call Center Quality Analyst
Phoenix, AZ
Full-time
Hybrid
Mid Level
$22.87/hr - $22.87/hr
4+ years expThe State of Arizona is dedicated to funding Arizona’s future through excellence in innovation and exceptional customer service. The Call Center Quality Analyst is responsible for measuring compliance against call center standards to improve taxpayer experience by evaluating Call Center Representatives' behavior and identifying trends for continuous improvement.
GovernmentOffice AdministrationPublic Relations
No H1B
Responsibilities
Listens to Call Center Representative phone calls via recording, live-call, or side-by-side
Evaluates and assesses Call Center Representative behavior against scoring tool
Identifies historical trends of Call Center Representatives which may be impacting taxpayer experience
Informs management of egregious behavioral or process issues that negatively impact taxpayer experience and/or efficiency
Generates daily, weekly, and monthly performance data from Quality Assurance database, as needed
Communicates feedback of analysis to Call Center Representatives
Implements countermeasures to improve taxpayer experience and Call Center Representative performance, which may include coaching sessions
Develops solutions to improve Call Center Representative performance gaps, and communicate management of any implemented solutions
Serves as SME for all dedicated and improvised monitoring and scoring software
Assists with options for listening, recording, and sharing calls with others
Assists with any script changes or quality assurance redesign initiatives
Remains current on all laws, regulations, policies, and best practices related to taxation through regular engagement in activities such as: self-directed research, conferring with other practitioners and technical experts; subscriptions to regulatory/legal/industry newsletters and briefs; membership industry associations and attendance at meetings/events; and or participation in training and others continuing education opportunities
Actively contributes to team and individual effectiveness through the following:
Attends staff meetings and huddles of work unit or district; and may cascade and track information as indicated
Completes all required training in a timely manner
Participates in assigned work teams as appropriate
May complete periodic metrics, projects, huddle boards and reports as requested
Prepares for and actively participates in 1:1 coaching with supervisor
Maximizes work processes and deliverables through lean principles within the Arizona Management System (AMS); and provides recommendations for process improvement, and engages in continuous improvement efforts as assigned
Qualification
Required
Any combination that meets the knowledge, skills and abilities (KSA); typical ways KSAs are obtained may include but are not limited to: a relevant degree from an accredited college or university such as Associate's Degree (e.g., A.A.), training, coursework, and work experience relevant to the assignment
Minimum of four years related experience and/or training as a quality assurance analyst for a call center
Knowledge of principles and processes for providing customer and personal services
Knowledge of key performance indicators, such as Calls Per Day (CPD), Average Handle Time (AHT), Quality Assurance Scores (QAS), First Call Resolution (FCR), and Voice of the Customer (VOC)
Knowledge of call center workflows, escalation procedures, and agency roles
Knowledge and familiarity with Call Center Quality Assurance scoring tool
Strong verbal, written, and listening communication skills
Strong skills to provide constructive feedback, clearly articulate observations/concerns, and effectively document findings
Strong service-centric orientation in the delivery of support and services to taxpayers
Strong organization and time management skills with the ability to make measurable progress on several tasks simultaneously and work in high-pressure situations
Strong interpersonal skills and demeanor
Skilled in the customer service technique of conflict de-escalation and resolution
Proficient in the use of a PC/laptop in a Windows environment; in the use of the Internet; and in the use of Google Suite applications such as Gmail, Sheets, Docs, and Drive
Proficient in the use of call recording and quality monitoring platforms
Ability to clear a comprehensive background and clearance process that includes an Arizona tax compliance verification, and a criminal background check through the FBI via level one fingerprint clearance through the Arizona Department of Public Safety
Ability to interpret data from call recordings, customer feedback, and quality monitoring software to identify trends and areas for improvement
Ability to provide feedback and coaching to Call Center Representatives to improve their performance while maintaining a positive team environment and culture
Ability to work with a high degree of autonomy and also participate collaboratively as part of a team
Ability to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner
Ability to apply customer service principles, practices, and theories to real work business challenges
Ability to understand and solve problems by applying intermediate analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying and synthesizing the data into fundamental issues; from the information, identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and, identifying the options and solutions for addressing the problems analyzed
Ability to learn and apply LEAN concepts, principles, and tools
Ability to learn and apply existing and new tools related to the role
Willingness and ability to embody ADOR's core values of Do the Right Thing, Commit to Excellence, and Care About One Another
In the course of performing the essential duties one must be able to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects
No substantial exposure to adverse environmental conditions (such as in typical office or administrative work.)
Preferred
Associates Degree in Business Administration, or a related field
Experience with Continuous Improvement/LEAN
Bilingual in English and Spanish
Benefits
Paid time off for holidays, sick days, annual leave, military leave, bereavement leave, and civic duty leave
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
A robust and affordable insurance plan that includes medical, dental, vision, life insurance, short-term, and long-term disability options.
Higher education discounts for State employees and tuition reimbursement up to $5,250 per fiscal year, available to seek further career advancement or certification in Continuing Professional Education.
Work-life balance and additional options for life betterment such as the Infant at Work Program, State Wellness Program, Public Transit Discounts, Alternate Work Schedules, and Telework opportunities.
By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.
Top ranked Arizona State Retirement System (ASRS) provides 100% employer matched contributions (enrollment eligibility will be effective after 27 weeks of State employment). ASRS provides a lifelong benefit based on years of service earned, or worked, and your ending salary.
Company
State of Arizona
As public servants, we deeply care about Arizona and are committed to facing the issues of our state head-on.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Aletha Della Rocco
Human Resources Business Partner, Talent Acquisition
George McNeely MBA
Chief Human Resources Officer - Arizona Department of Administration - Shared Services
Recent News
Phoenix Business Journal
2025-01-11
The Arizona Republic
2024-01-27
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