Dedicated to Excellence, Committed to Service
Abeka Quality Assurance AnalystThe Quality Assurance Analyst monitors inbound and outbound interactions. This role will be responsible for tracking issues observed in the quality program and analyzing results.
This person will need to become a subject matter expert on Abeka products, policies, and procedures.
Customer Service
Understand Abeka policies completely. Have a working knowledge of all products. Be an expert on the procedures used within customer service.
Participate in calibration sessions with management team. Review and investigate customer survey responses for the contact center.
Monitor Calls
Monitor incoming and outgoing agent interactions, via voice, email, and chat, to ensure agents are interacting with customers in accordance with Abeka guidelines.
Measure agent quality performance to align with company objectives and requirements. Observe interactions in three different ways : live, recorded, and side-by-side while communicating feedback to encourage preferred behaviors and practices, improving the customer experience.
Process Improvement and Reporting
Evaluate and improve processes to increase efficiency and customer satisfaction. Identify opportunities to increase agent knowledge and keep policies and procedures up-to-date.
Identify trends and areas of opportunity for additional training. Gain the confidence and trust of others by demonstrating professionalism and expertise in all situations.
Employee Development
Provide feedback to improve performance and help develop quality training plans for new and existing employees. May assist supervisors in coaching agents that need additional help in the quality program.
FLSA Status - Scanning (Non-exempt)
Education
College Degree, HS (Required)
Work Experience
1+ years in customer service, 1+ years in customer service management, 1+ years in management
Physical Requirements and Skills
Computer Literacy, Customer Service, Microsoft Applications, Operate standard office equipment, Oral Communications, Written Communication
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