Job Description

The Quality Assurance Analyst (QA) is responsible for monitoring the performance quality of our call center associates who deal with our existing and potential customers. The QAA will monitor inbound and outbound calls, chats, and email responses to assess the associate's demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing call center quality processes and procedures and making recommendations for enhancements to QA and training materials as needed to enhance the overall Hotwire Communications Concierge service excellence experience.

RESPONSIBILITIES:

• Participate in the design of call monitoring formats and quality standards.
• Use quality monitoring data management system to compile and track performance at team and individual levels.
• Perform call monitoring and provide trend data to the QA Manager and the Leadership team.
• Assist with coaching call center agents to improve call quality and create an exceptional customer experience.
• Coordinate and facilitate call calibration sessions for call center leadership staff to maintain consistency and objectivity in scoring and documenting audited customer interactions.
• Perform QA audits across multiple channels, including inbound/outbound calls, chats, and email.
• Provide actionable data to various internal support groups as needed.
• Prepare and analyze internal and external quality reports for management staff review.
• Participate in the processes for recurring partner requirements, service levels, reporting, change management, quality assurance, and Key Performance Indicators (KPI’s), including formal reporting requirements and meetings.
• Other duties as required or assigned.

MINIMUM QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• 2-3 years of call center experience with 1 or more years of quality assurance related experience
• Bachelor’s degree (preferred)
• A strong understanding of the contact center environment and the role CX & Quality Assurance
• Working knowledge of Call Center concepts, practices and procedures
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook)
• Must embrace company principles and demonstrate understanding of Hotwire’s White Glove culture.
• Bi-lingual in Spanish a plus

BENEFITS:

We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:

• Comprehensive Healthcare/Dental/Vision Plans
• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
• Paid Volunteer Time
• Paid Parental Leave
• Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
• Employee Referral Bonuses
• Exclusive Entertainment Discounts/Perks

Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.