Job Description

Job Summary

The Quality Assurance Auditor is responsible for assessing the quality of the interaction of the agents with customers and vendors. The role will monitor and assess all contacts including voice, chat, email and tickets. Develops quality and evaluation standards related to agents behaviors, technical accuracy, customer service proficiency and alignment with center and company policies and procedures. Reports to the Contact Center Training Manager.

Essential Functions

• Under the direction of the Training Manager the QA Auditor will develop, create and implement contact center quality processes, standards and procedures.
• Fosters the design of the interaction monitoring formats and quality standards across diverse teams. Works with agents in general to ensure they understand the quality standards that are required throughout the process.
• Conducts real-time silent monitoring and selects interactions for quality performance evaluation in random fashion to provide a valid sampling representative of an agent’s activity. On average, complete 8-12 evaluations per agent monthly in coordination with the agent’s supervisor.
• Analyzes data to compile and track quality performance at the agent, team and center level. Provide reports related to quality on trends, root cause analysis, and areas for improvement.
• Trains new and existing agents on quality and customer service expectations, applications, phone systems, and ticketing platform processes. Partners with contact center leadership to identify areas of opportunity for training.
• Coordinates and facilitates interaction calibration sessions for voice, chat, email and ticket channels with contact center managers and supervisors.
• Utilizes survey data to assess customer experience gaps and formulates plans to minimize gaps with a focus on improving the agent’s ability to deliver a consistent experience.
• Performs other duties as assigned.
• Maintains regular and reliable attendance.
• Complies with all policies and standards.

Qualifications

• H.S. Diploma or GED required
• Bachelor's Degree preferred
• 4-6 years in a contact center/customer service environment required and
• 3-5 years Minimum of 3 years quality assurance/training in a contact center/customer service environment required
• 5-7 years Minimum of 5 years quality assurance/training in a contact center/customer service environment preferred

Knowledge, Skills and Abilities

• Solid understanding of quality assurance standards and practices
• Extremely high level of attention to detail
• Strong communication, organizational, analytical and customer service skills
• Proven ability to work successfully in a fast-paced environment while maintaining good relationships with co-workers and supervisors
• Flexible to participate in a schedule required to support a 12X5 virtual contact center.
• Experience with a virtual contact center organization structure.

Licenses and Certifications

• Lean Six Sigma Black Belt preferred