Quality Analyst

Who we are:

InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.

Overview

InteLogix is seeking a Quality Analyst to join our organization.  In this role, you will be responsible for organizing, coordinating, administering, and overseeing all aspects of quality delivery.

Responsibilities

• Oversee the implementation and administration of the InteLogix Quality Assurance procedures.

• Contribute to Training Program, including client-specific training processes for new hires & nesting.

• Report technical issues promptly and follow up to ensure timely resolution.

• Conduct quality assurance monitoring for all assigned employees to ensure adherence to performance standards based on predefined metrics (e.g., professionalism, accuracy, empathy, adherence to scripts).

• Collaborate and provide support to other Customer Service Representatives and Supervisors as needed.

• Verifying that agents adhere to company policies, industry regulations, and legal requirements (e.g., data privacy laws, scripting guidelines).

• Identifying patterns in agent performance or customer interactions to recommend process improvements or training needs.

• Demonstrate a strong commitment to InteLogix’s values, policies, and procedures.

• Exhibit basic proficiency in Microsoft Word and Excel.

• Maintain open availability and flexibility to work during any hours of operation.

• Possess strong analytical, verbal, and written communication skills, coupled with effective problem-solving abilities.

• Ensuring interactions align with client and InteLogix customer satisfaction goals and contribute to a positive customer experience.

• Checking the accuracy of CRM entries, adherence to workflows, and proper use of call center tools.

• Occasionally reviewing escalated cases to ensure they were handled appropriately and to identify root causes.

• Compiling and presenting performance reports to management, highlighting key metrics, trends, and areas for improvement.

• Ability to comprehend and follow moderately complex written and oral instructions.

• Perform other related duties and responsibilities as assigned.

Qualifications

• Ability to always maintain the confidentiality and integrity of administrative work.

• Skilled in establishing and maintaining effective working relationships with supervisors, colleagues, and subordinates.

• Capable of projecting a positive, professional, and caring image to applicants and employees.

• Highly detail-oriented with a focus on accuracy and precision in tasks.

• Strong verbal and written communication skills with the ability to convey information clearly and effectively.

• Proficient in Microsoft Word and Excel with a strong working knowledge of both applications.

• Must be able to type quickly and accurately

• 1 year of call center experience required

• 1 year of QA experience preferred

• Must be 18 years of age or older

• High School Diploma or equivalent