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The Role

Quality Analyst plays an active role in evaluating platform results and coaching evaluators performance.

What You’ll Do

• Audit calls and processes to identify gaps
• Coach supervisors one-on-one providing strengths and opportunities on scoring method
• Conduct calibrations with evaluators to ensure consistency
• Audits different platforms based on need to ensure client expectations are being met
• Work with other analyst to propose process improvements to improve overall quality
• Teach new supervisors the quality system and scoring method
• Works with the Client Experience Team’s mailbox for client requests
• Support additional initiatives and efforts of the QA team as necessary

What You’ll Bring

• · Dedicated to meeting the expectations and requirements of internal and external customers. Ability to establish and maintain effective relationships by gaining trust and respect through consistency and reliability.
• · Proven ability to coach and motivate others by providing clear direction and actionable feedback.
• · Able to manage conflict effectively. Quickly reads situations, listens effectively and able to find common ground and get cooperation.
• · Must be able to effectively use call monitoring systems and Microsoft Office suite to deliver results.
• · Writes clearly and succinctly for a variety of audiences and purposes. Communicates in a manner that drives desired results.
• · Learns quickly when faced with new problems. Analyzes both successes and failures for clues to improvement. Is open to change and willing to explore alternatives to try to find solutions to problems.
• · Is effective in a variety of presentation settings including one-on-one and small groups with peers and colleagues. Able to develop and present data to assure understanding in different formats to varied audiences.

We are seeking a dedicated and detail oriented Quality Coordinator to join our team. The successful canditate will monitor and evaluate our operational processes and outputs to ensure the meet the established quality standards. The role involves analyzing data, conducting audits and working closely with various team to drive improvements and ensure customer satisfaction. Conduct detailed statistical data analysis to identify trends, issues and opportunities for improvement in quality. Analyze statistical data related to quality. This involves interpreting the data from various sources to identify trends, variances and areas of improvement. Must be able to quickly grasp new concepts, technologies and processed to effectively adapt to changing standards and methods. A deep understanding and keen eye for detail are crucial to identifying minor issues that if left unaddressed could lead to bigger opportunities. Strong analytical skills for interpreting data and making informed decisions. Must be able to coach others on quality standards and communicate effectively to ensure understand and compliance. Clear and concise written communication skills for creating understandable documentation, reports and recommendations. Collaborate with various departments and teams. Focus on achieving specific quality goals and bench