Job Description

JOB SUMMARY

The Quality Analyst I monitors and evaluates trends, analyzes contact data to ensure consistency in quality in all locations, helps to improve customer experience, and the achievement of company goals. Ensures adherence to quality expectations and process standards, as well as, provides ongoing feedback to key organizational groups on specialists’ performance and customer experience. Supports coaching and training initiatives aligned with key departmental/company goals and objectives that ensure customer satisfaction. Performs research, reporting, and analysis on specialist performance and impacts to the customer and client. Conducts and participates in calibration sessions and best practice sharing with internal teams. 

KEY DUTIES/RESPONSIBILITIES

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• Monitor and analyze trends - monitor trends for inbound/outbound calls, email, and chat.  Identify gaps and areas of opportunity for performance management, training effectiveness, process improvement, and the achievement of company goals.  Provide input and suggestions for training procedures and process improvement.  Subject matter expert on inbound email and chat business segments. 35%
• Monitor and evaluate contacts - collaborate with supervisors, managers, and training to maintain a consistent customer experience.  Ensure adherence to quality process standards.  Identify and work to mitigate potential errors, customer dissatisfaction, fraud, and non-compliance. 35%
• Provide actionable data and feedback - document and communicate gaps and opportunities to CCS leadership, center leadership, and other key organizational groups.  Utilize data analytics and other quality monitoring system tools to prepare monthly manager reports to help facilitate data-driven improvements. 25%
• Other - Conduct and participate in calibration sessions, listening posts, benchmarking sessions and best practice sharing with center leadership teams.  Participate in team/staff huddles and meetings.  Perform other duties as assigned.  Participate in team projects (performance recognition, community involvement, etc.).  Enter and/or submit documentation for IT tickets to include research and troubleshooting.  Demonstrate the company's core values at all times.  Support and comply with safety and security policies to promote a healthy working environment. 5%

EDUCATION

• High School Diploma or GED (Required)
• Associate's Degree (Preferred)
• 1-2 years' of college (Preferred)

EXPERIENCE

• Experience with Noble and Verint Call Recording systems.
• Excel, Word, PowerPoint.
• Call monitoring software experience preferred.
• One or more years' call center experience preferred.
• One or more years' experience as a Specialist II/III or Supervisor, or equivalent preferred.

KNOWLEDGE/SKILLS/ABILITIES

• Knowledge of call center operations preferred
• Strong organizational skills
• Strong analytical and problem solving skills
• Strong leadership and team working skills
• Good written and verbal communication skills
• Good interpersonal skills
• Good creative and innovative thinking skills
• Flexibility to adjust to a quickly changing and fast paced environment
• Ability to handle stressful situations in a positive manner

EQUIPMENT/SOFTWARE UTILIZED

• Microsoft Word
• Citrix software to access AR server off-site.
• Microsoft Excel
• Microsoft Outlook
• Verint Call Recording System
• Noble Call recording system
• RMS
• Mainframe - MINQ, MACT, MISD
• Microsoft PowerPoint
• SharePoint Databases

COMMUNICATION AND CONTACTS

• Communicate to internal departments:   Contact Center, Corporate, Plant, Sales.  Communicate to external departments:  Customers and Clients.

DECISION MAKING

• Use of good sound judgment.  Decisions regarding call coaching guidelines. Decisions when to notify leadership of procedures/policies violations. Critical thinking to identify problems and uncover root cause of issues.

OTHER

• Some weekends/nights.  Minimal travel maybe required. Supervisory Responsibilities:   None

PHYSICAL DEMANDS / WORKING CONDITIONS

• Office Environment

Additional Information

Harland Clarke, a Vericast Company, considers applicants for all positions without regard to race, color, creed, religion, national origin or ancestry, sex, sexual orientation, gender identity, age, disability, genetic information, veteran status, or any other classifications protected by law. In addition, Valassis will provide reasonable accommodations for qualified individuals with disabilities by contacting our recruiting administrator at Talentacquisition@vericast.com.

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