(Full Time, Remote)
The Quality Assurance Analyst is responsible for assessing the quality of the interaction of the agents with customers and vendors. The role will monitor and assess all contacts including voice, chat, email and tickets. Develops quality and evaluation standards related to agents behaviors, technical accuracy, customer service proficiency and alignment with center and company policies and procedures. Reports to the Contact Center Training Manager.
Required:
- Two (2) to three (3) years of experience in a contact center/customer service environment
- Minimum of one (1) year of quality assurance/training experience in a contact center/customer service center environment
- Strong communication, organizational, analytical, and customer service skills
- Proven ability to work successfully in fast paced environment while maintaining good relationships with co-workers and supervisors
- Flexible to participate in a schedule required to support a 12x5 virtual contact center
- Demonstrated proficiency with Microsoft Office products, Google Suite, Genesys, ServiceNow, or similar applications
- Education: High school diploma or equivalent
Preferred Experience:
- 3 years experience in a quality assurance/training or similar role
- Extremely high level attention to detail
- Solid understanding of quality assurance standards and practices
- Experience with a virtual contact center organization structure
- Education: Bachelors
Essential Job Responsibilities
- Under the direction of the Contact Center Training Manager, the QA Analyst will develop, create and implement contact center quality processes, standards and procedures.
- Fosters the design of the interaction monitoring formats and quality standards across diverse teams. Works with agents in general to ensure they understand the quality standards that are required throughout the process.
- Conducts real-time silent monitoring and selects interactions for quality performance evaluation in random fashion to provide a valid sampling representative of an agent's activity. On average, complete 5-10 evaluations per agent monthly in coordination with the agent's supervisor.
- Trains new and existing agents on quality and customer service expectations, applications, phone systems, and ticketing platform processes. Partners with contact center leadership to identify areas opportunity for training.
- Coordinates and facilitates interaction calibration sessions for voice, chat, email, and ticket channels with contact center managers and supervisors.
- Utilizes survey data to assess customer experience gaps and formulates plans to minimize gaps with a focus on improving the agent's ability to deliver a consistent experience.
- This position will also work with the Workforce Management Analyst role in the capacity of a Real-time Analyst on a limited basis: monitoring call queues across teams, performing agent adjustments as needed.
This is a remote position
We know it’s not just about finding a job. It’s about finding a place where you are respected, valued and where your work is purposeful and fulfilling. A place where your talent is recognized, professional development is encouraged and career advancement is possible.
Community Health Systems is one of the nation’s leading healthcare providers. Developing and operating healthcare delivery systems in 40 distinct markets across 15 states, CHS is committed to helping people get well and live healthier. CHS operates 71 acute-care hospitals and more than 1,000 other sites of care, including physician practices, urgent care centers, freestanding emergency departments, occupational medicine clinics, imaging centers, cancer centers and ambulatory surgery centers.
United States
