Quality Analyst – Temp

This is a fully remote position, open to applicants in Texas.

📋 Description

• Conduct audits or evaluations, including quality assessments and RCA scrubbing for CSAT/NPS, Resolution Rate, AHT, Cycle Time, Policy Adherence, and Ticket Closures

• Achieve specified monthly or weekly evaluation goals

• Review calls, interactions, and transactions for aligned team members

• Mentor team members for performance enhancement specific to campaigns

• Provide performance reports for an aligned span on a daily, weekly, and monthly basis

• Offer audit insights and foundations for identifying training needs and briefings

• Collaborate with Team Leaders in team meetings to enhance metrics

• Engage in strategic projects for the campaign/LOB

• Detect and escalate potential quality concerns following established procedures

• Identify and document defects and confirm fixes

• Recommend process and system enhancements based on recurring customer feedback

• Fulfill additional responsibilities assigned by management

• Lead quality initiatives, contests, and campaigns for the designated span

• Remain informed on knowledge and act as a Subject Matter Expert (SME) for the campaign/LOB

⛳️ Requirements

• Degree holder in any field (preferred)

• Minimum of one year of experience as a Quality Analyst (preferred)

• Basic proficiency in Excel or Google Sheets

• Strong problem-solving capabilities

• Knowledge of basic quality tools, such as cause and effect, histogram, and correlation (preferred)

• Excellent customer centricity

• Ability to deliver constructive feedback confidently

• Proficient written and verbal communication skills

• Logical reasoning skills

• Conflict resolution abilities

• High attention to detail

• Capacity to work with minimal oversight

• Initiative and sound judgment

• Capability to manage multiple projects with versatility

• Skill in establishing and maintaining effective working relationships with diverse individuals

• Ability to collaborate within a diverse team

• Commitment to Continuous Improvement

• Clear thought process

• Effective articulation

• Assertiveness

🏝️ Benefits

• Medical, dental, and vision insurance

• 401(k) plan with company matching

• Paid time off including vacation, sick leave, and holidays

• Competitive salaries within the industry

• An inclusive work environment

• Opportunities for internal mobility and professional development

• Reasonable accommodations during the hiring process

• State-of-the-art workspaces

• Support for career advancement