Position Purpose:
The CX/QA Analyst is responsible for evaluating and providing individual and client performance feedback to Center Operations and to support the development and maintenance of a high level of quality.
Essential Functions and Responsibilities:
- Monitor, analyze, and evaluate performance of newly hired and existing employees. Consult and partner with Project Coaches to provide performance results/trends that enable the Project Coaches’ ability to ensure consultants receive feedback on customer service techniques, systems operation, and policy/procedure/practices. Monitoring is accomplished by comparing performance against client and company requirements and specifically targeting individual behaviors for which the consultant is being coached. (70% of work time)
- Evaluate individual and team results to identify specific opportunities and periodically meet with Coaches to provide consultation, working together to plan monitoring strategy and validate Consultant performance progress. (20% of work time)
- Support and partner with training department by providing trend analysis feedback to help determine training-related solutions, present quality performance criteria and scoring methodologies to new hire classes, facilitate class quality calibration sessions, and provide client performance feedback as required. (10% of work time)
- At least an average of 90 % attendance and passing scorecard (at least 3.0) for the past 3 months
- No disciplinary actions and/or program-specific infraction for the past 3 months
- At least 6 months tenure
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What We Do
When people reach for their phones, use laptops, or grab their tablets, Afni's contact center teams are there to provide prompt and friendly help. That's Afni. We're a global team of people who love helping companies develop meaningful and profitable relationships with customers.
In 1936, we got our start in Bloomington, Illinois as a consumer collections agency. Today, we're so much more. Our channel strategies and customer lifecycle solutions give our clients ways to connect with their customers for many reasons, using their customers' channels of choice.
