Quality Assurance Analyst

Summary of Position

The Quality Assurance Analyst is a critical role in the support of the operations department and is responsible for the daily monitoring and review of recorded and live agent calls. Calls should be monitored to ensure agents are providing accurate and complete information while following all laws and regulations while providing an excellent customer experience. The QA Analyst will complete scorecards, call feedback, and statistical reporting to allow call center leadership the ability to assess agent skill set and compliance.

Essential Roles/Responsibilities

• Achieves daily scheduled number of call monitoring’s
• Provides accurate review and audit information per the approved call monitoring scorecards
• Assists the QA Manager in providing data and reporting for daily, weekly, and monthly audit results
• Keeps updated on TCPA and other consumer contact laws and regulations
• Collaborates with call center personnel to improve the customer experience
• Provides accurate, clear and concise feedback.
• Assists with the onboarding and training of new QA Analysts as needed.
• Must maintain a minimum of 90% in attendance record during employment.
• Provides weekly reports on time.
• Assist Customer Care as needed.
• Other duties as assigned.  

Knowledge and Skills

1. Excellent verbal and written communication skills that include the ability to write effective business memos and correspondence.

2. Ability to solve problems in a strategic and tactical manner and use good judgment in making decisions.

3. Ability to work independently, use self-initiated follow-up to meet deadlines and proven ability to successfully manage multiple projects concurrently.

 4. Well-organized, self-motivated, goal-oriented, and flexible.

Attributes

• Oral Expression - The ability to communicate information and ideas verbally with others, and discerning between target audience
• Oral Comprehension - The ability to listen to, and understand information conveyed verbally
• Written Comprehension - The ability to read and understand information and ideas presented in writing, as well as being discerning of target audience when responding in writing
• Writing Expression - The ability to communicate information and ideas in writing so others will understand
• Speech Clarity - The ability to speak clearly so others can understand you
• Meticulous Ability to be effective when addressing all parts of a task, with the most accuracy
• Initiative - Ability to be work on projects by self; be inquisitive about the infrastructure, processes, deployed technology; be vigilant about business inefficiencies and risks, and discern appropriate action to rectify those

Physical Demands

While performing the duties of the job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.  Must have ability to work post-office hours and weekends, as dictated by business needs.  Must be able to tolerate moderate daily ambient noise levels.  Must have transportation to meet shift requirements.

Work Environment

The office is located at the MHA Systems office in Bismarck, ND.  Normal working hours are 8:00 a.m. to 4:30 p.m. Must be flexible enough to work varying shifts as well as possible weekends when necessary or required.

Education Requirements

Required: High School/GED Equivalent    

Preferred: Associate degree

Qualifications

• Required: 3+ years Customer Service Experience
• Preferred: 2+ years Call Center Customer Service Experience
• Analytical and problem-solving skills
• Call monitoring/auditing experience preferred
• Microsoft Office
• 6-9 Months of employment with MHA Systems, Inc.