The Role
Monitors and evaluates inbound customer service and outbound sales calls for compliance with client, corporate, state, and federal standards. Tracks quality trends and scores, prepares reports and feedback summaries, identifies performance and development opportunities, flags client-impacting issues, supports quality assurance processes, answers program questions, and facilitates peer training. Requires strong communication, listening, attention to detail, confidentiality, multitasking, English fluency, and Microsoft Office skills.
Summary Generated by Built In
POSITION SUMMARY: The Quality Analyst is responsible for analyzing the sales, customer service, collections along with any other presentations of call center Inbound Customer Service Representatives and Outbound Sales Associates of various marketing applications to ensure compliance with client’s internal corporate standards and all State and Federal requirements.
ESSENTIAL FUNCTIONS:
▪ Monitors, by method communicated based on assigned program, all assigned, scheduled call center Inbound and Outbound Sales Associates by listening to various marketing applications to ensure compliance with client and internal corporate standards as well as State and Federal requirements.
▪ Evaluates and reports progress through on-line database by summarizing trends of increase or decrease of quality scores and ultimately sales of the Call Centers that have been monitored.
▪ Communicates areas of opportunity with Clients and Supervisors through verbal communication and written reports. ▪ Has the ability to recognize areas of development opportunity and identify low performing programs and provide suggestions for improvement
. ▪ Compiles and writes feedback summaries.
▪ Stays current with changes in assigned programs including program scripting and rebuttal changes.
▪ Is able to correctly answer questions regarding program.
▪ Flags any potentially client impacting situation uncovered while monitoring calls through the appropriate channels
. ▪ Accurately completes client requested special projects as assigned. ▪ Completes all required reporting feedback timely and accurately. ▪ Supports the Senior Analyst and Account Executive teams by supporting the Q&A process by answering questions and approving alerts as assigned. This includes flagging any concerns uncovered to the Senior Analyst and Account Executive teams. ▪ Supports the Senior Analyst and Account Executive teams by facilitating peer training sessions as assigned. ADDITIONAL RESPONSIBILITIES: ▪ Performs other duties as assigned. EDUCATION AND EXPERIENCE: ▪ Post-secondary schooling preferred. ▪ High school diploma or equivalent required. ▪ Previous call center experience preferred PREREQUISITES: A Quality Analyst must possess: ▪ Written and verbal communication skills sufficient to communicate concepts, ideas, and information in an accurate, professional, and effective manner. ▪ Listening skills sufficient to accurately analyze real time and stored data against prescribed standards. Last Updated/Reviewed: October 2011 Reviewed by: Account Executive Team ▪ Microsoft Office Suite skill sufficient to process data accurately and timely as defined by the client and company. ▪ An attention to detail as demonstrated by complete, accurate, and thorough communication and data processing. ▪ The ability to perform multiple tasks. ▪ Confidentiality and safeguarding company, client and customer sensitive information is a must. ▪ Fluency in English
ESSENTIAL FUNCTIONS:
▪ Monitors, by method communicated based on assigned program, all assigned, scheduled call center Inbound and Outbound Sales Associates by listening to various marketing applications to ensure compliance with client and internal corporate standards as well as State and Federal requirements.
▪ Evaluates and reports progress through on-line database by summarizing trends of increase or decrease of quality scores and ultimately sales of the Call Centers that have been monitored.
▪ Communicates areas of opportunity with Clients and Supervisors through verbal communication and written reports. ▪ Has the ability to recognize areas of development opportunity and identify low performing programs and provide suggestions for improvement
. ▪ Compiles and writes feedback summaries.
▪ Stays current with changes in assigned programs including program scripting and rebuttal changes.
▪ Is able to correctly answer questions regarding program.
▪ Flags any potentially client impacting situation uncovered while monitoring calls through the appropriate channels
. ▪ Accurately completes client requested special projects as assigned. ▪ Completes all required reporting feedback timely and accurately. ▪ Supports the Senior Analyst and Account Executive teams by supporting the Q&A process by answering questions and approving alerts as assigned. This includes flagging any concerns uncovered to the Senior Analyst and Account Executive teams. ▪ Supports the Senior Analyst and Account Executive teams by facilitating peer training sessions as assigned. ADDITIONAL RESPONSIBILITIES: ▪ Performs other duties as assigned. EDUCATION AND EXPERIENCE: ▪ Post-secondary schooling preferred. ▪ High school diploma or equivalent required. ▪ Previous call center experience preferred PREREQUISITES: A Quality Analyst must possess: ▪ Written and verbal communication skills sufficient to communicate concepts, ideas, and information in an accurate, professional, and effective manner. ▪ Listening skills sufficient to accurately analyze real time and stored data against prescribed standards. Last Updated/Reviewed: October 2011 Reviewed by: Account Executive Team ▪ Microsoft Office Suite skill sufficient to process data accurately and timely as defined by the client and company. ▪ An attention to detail as demonstrated by complete, accurate, and thorough communication and data processing. ▪ The ability to perform multiple tasks. ▪ Confidentiality and safeguarding company, client and customer sensitive information is a must. ▪ Fluency in English
Skills Required
- High school diploma or equivalent
- Post-secondary schooling
- Previous call center experience
- Written and verbal communication skills sufficient to communicate accurately and professionally
- Listening skills sufficient to analyze real-time and stored data against prescribed standards
- Microsoft Office Suite skills
- Strong attention to detail and accurate data processing
- Ability to perform multiple tasks
- Ability to maintain confidentiality and safeguard sensitive information
- Fluency in English
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The Company
What We Do
Ubiquity Global Services is a global business process outsourcing (BPO) and customer-experience partner headquartered in New York City. It delivers customer care, technical support, sales, collections, retention, back-office support, data annotation, identity verification, claims processing, chargeback management, quality assurance, data mining, business intelligence, and medical billing and coding. The company serves sectors including healthcare, retail, technology, fintech, insurance, and utilities across multiple continents.
