POSITION PURPOSE

Responsible for providing administrative and analytical support of the internal quality monitoring process. The analyst will coordinate and conduct quality assurance monitoring and audits, hold feedback sessions with agents and call center management and assist with development and maintenance of the Quality Process and Procedural Manual. The analyst will also coordinate efforts with call center training to ensure the QC program is in line with training expectation and instruction.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Assumes responsibility for effectively overseeing the quality assurance for the Customer Care Center functions.

a. Monitor and audit calls, forms, reports, emails, mail, reductions, and legal correspondence/documents to conduct quality assurance audits to ensure compliance with existing policies and procedures as well as accuracy.
b. Conduct monthly audit reviews with employees and management as necessary.
c. Assist with the updating of SOPs, work instructions, checklists and various other documents under Quality management and document control
d. Managing and coordinating project deliverables, timelines, and project assignments to ensure timely completion of assignments.
e. Communicates quality issues to management and conducts root cause analysis with corrective and preventative action plans.
f. Assist with the calibration of quality monitoring results.
g. Facilitate periodic calibration sessions with the call center and other areas of operations to ensure consistency in the evaluation process as necessary.
h. Assist with the administration, collection, and analysis of customer-based surveys, including training of proper telephone survey methods, and tabulation and reporting of their results.
i. Performs special projects as required, such as assisting with the development, research, and delivery of new trainings, or other duties when necessary.
j. Assures Customer Care support systems are functioning adequately and communicates when there are abnormalities in performance.

2. Assumes responsibility for establishing and maintaining professional business relations with customers and trade contacts.
a. Requests and questions are promptly resolved.
b. Ensures deadlines are met.
c. Ability to interact with system technical staff to address issues, suggest improvements, or validate changes.
d. Promotes goodwill and a positive image of the company.

3. Assumes responsibility for establishing and maintaining effective communication and coordination with company personnel and management.

a. Assists and supports related departments as required.
b. Keeps management informed of area activities and of any significant concerns.
c. Completes reports, records, and other documentation as required.

4. Assumes responsibility for related duties as required or assigned
a. Ensures work area is clean, secure, and well maintained.
b. Attends and participates in meetings.
c. Completes special projects as assigned.

PERFORMANCE MEASUREMENTS

1. Audits are performed accurately and timely.
2. Data is accessible and organized.
3. Good working relations exist with area staff and management.
4. Assistance is provided as needed.
5. Effective coordination and cooperation exist.
6. Management is appropriately informed of area activities.

QUALIFICATIONS
Education/Experience  High school diploma or GED.
 Three years related experience and/or training
 Minimum of 3 years' experience in a Customer Service Center with quality control experience preferred.
 Additional computer and customer service training preferred.

Required Knowledge:
 Understanding of the job functions and operations at all levels of the company.
 Knowledge of training systems and resources.
 Strong understanding of customer service principles.

Skills/Abilities:
 Strong administrative skills, including the ability to independently organize, prioritize and manage multiple tasks.
 Good analytical skills and attention to detail.
 Ability to discreetly handle confidential information.
 Strong knowledge of PC-based applications, specifically Word, Excel and Power Point is required.
 Ability to learn new programs is essential.
 Ability to communicate clearly, concisely, and accurately both verbally and in writing.
 Ability to follow detailed, established procedures.
 Self-starter, professional, demonstrates initiative, resourcefulness, and strong problem-solving skills.
 Train -- The ability to conduct training and coaching sessions
 Ability to identify problems and recommend solutions
 Willingness to stay late or work in person occasionally, sometimes on short notice, and otherwise be flexible about work hours, if necessary, to accommodate workflow and business needs.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information.

REPETITIVE MOTIONS: Movements frequently and regularly required using the wrists, hands, and/or fingers.

AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.

PHYSICAL STRENGTH: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)

WORKING CONDITIONS: NONE: No hazardous or significantly unpleasant conditions (such as in a typical office).

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY: Ability to apply common sense understanding to carry out instructions with multiple steps and to deal with ordinary, standardized situations. Ability to deal with a variety of variables under only limited standardization.

MATHEMATICS ABILITY:
Ability to perform very basic math skills including adding, subtracting, multiplying, and dividing two-digit numbers; the four basic arithmetic operations with money. Ability to perform very simple algebra, ratios, proportions, and percentages. Ability to draw and interpret graphs.
LANGUAGE ABILITY: Ability to use passive vocabulary of 5,000-6,000 words, read at a slow rate, and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation. Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs. Ability to communicate in complex sentences, using normal word order with present and past tenses and good vocabulary. Ability to prepare reports and summaries using prescribed format and confirming to all rules of punctuation, grammar, diction, and style. Ability to read manuals, dictionaries, thesauruses, and encyclopedias. Ability to communicate during discussions and to make professional presentations.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.