Jobs via eFinancialCareers · 3 days ago

Analyst, Quality Assurance

Conshohocken, PA

Full-time

Onsite

Mid Level

4+ years exp

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Responsibilities

Develop and implement quality assurance programs and procedures to ensure service standards are being met;

Perform regular and ad hoc quality assurance reviews for the call center teams;

Manage and coordinate weekly monitoring sessions with Employee Advocates to provide feedback on their call performance and review activity within the Cloud Five9 for record keeping;

Coordinate and perform calibration sessions with call center management staff to review scoring techniques and monitoring form relevance;

Track and review scores with the team, identify potential problems, and communicate to management in a timely manner;

Analyze quality assurance trends to provide internal client teams with required feedback and project updates;

Facilitate Employee Advocate role-playing, test, certification, and remediation;

Partner with Call Center management staff to create Employee Advocate assignments for specific skill sets and queues;

Participate with Call Center management staff and Human Resources in the selection process of staffing evaluations;

Develop and implement metrics to assess Employee Advocate competencies;

Collaborate with Call Center management staff to develop and facilitate team building activities for Call Center staff;

Assist in developing cross-departmental training and procedural materials as needed;

Maintain quality assurance documentation of Employee Advocate performance;

Perform other duties as assigned.

Qualification

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Call MonitoringHealthcarePharmaceutical ExperienceProblem-SolvingSupervisionTrainingBenefits administrationCustomer serviceCoachingTeam development