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QA Tester -- Up to $80,000, Contract to Hire in Raleigh at Vaco

Date Posted: 7/13/2018

Job Snapshot

Job Description

The Customer Care Center Quality Assurance Analyst is responsible for supporting our Customer Service, Business Support, Sales and Escalations teams with regards to the oversight of call quality, process adherence, agent feedback and reporting. Monitoring isn't all about spotting problems and dealing with them. It's also about identifying and communicating important positive messages. The role of the QA Analyst/Assessor is to assess agent performance/behavior in a call center, and to coach and counsel agents to modify their performance/behavior to facilitate a high level of customer service. The aim of the QA department is to ensure that Quality Assurance is applied in an independent, objective and neutral manner, and secondly to contribute significantly to: the reduction of business risk, improving the quality of call center agents calls (voice and email), continuous improvement in business processes, the reduction of agent attrition, the improvement of overall contact center performance, highlighting areas of risk in the business. Reporting to the manager of Quality and Workforce Management, this position will be responsible for assisting in the refinement, management and continuous growth of our Quality Program.

High school diploma or GED with a minimum of 2 years customer service, quality controls or financial services experience.

2 Years of Experience in a call center environment.
Proficiency with PC hardware and software programs (Word/Excel/Access/Power Point). Experience with SharePoint a plus.
Exceptional customer service and problem solving skills.
Ability to write effectively in context for different audiences and purposes, effective use of electronic communications such as email, discussion boards (SharePoint) and instant messaging.
Ability to explain and present ideas clearly and concisely to diverse audiences, using appropriate language.
Work independently, self-sufficient with minimal supervision.

3- 5 years work experience in Quality Assurance.
Demonstrated track-record of accomplishments as a QA Analyst and with satisfying customers/client requirements in a call center environment.
Experience with call center call monitoring/recording software like Aspect Quality Manager(AQM).
Bachelor degree.

Performs live and recorded call monitoring and provides performance data to management teams. Through the utilization of quality monitoring program (Aspect Quality Manager) to compile and track performance at individual, functional, and departmental levels.

Participates in the development and improvement of call monitoring formats and quality standards. Participates in training as needed.

Provides feedback to call center representatives and managers on observed strengths and improvement opportunities.

Participates in analysis of customer satisfaction survey programs (Aspect CMQ) as well as the Quarterly VOC meetings to identify any additional opportunities for improvement.

Conducts regular calibration sessions with Training and OC Management to assure uniformity in message delivery to call center agents Interacts with all levels of call center management to solve any inter-departmental inefficiencies and to address any areas of concern.

Technology
SQL skills
Databases in this group are SQL Server and DB2
Personality / advocate
Integration testing across systems
ESB skills are a plus


Job Requirements

High school diploma or GED with a minimum of 2 years customer service, quality controls or financial services experience.

2 Years of Experience in a call center environment.
Proficiency with PC hardware and software programs (Word/Excel/Access/Power Point). Experience with SharePoint a plus.
Exceptional customer service and problem solving skills.
Ability to write effectively in context for different audiences and purposes, effective use of electronic communications such as email, discussion boards (SharePoint) and instant messaging.
Ability to explain and present ideas clearly and concisely to diverse audiences, using appropriate language.
Work independently, self-sufficient with minimal supervision.

3- 5 years work experience in Quality Assurance.
Demonstrated track-record of accomplishments as a QA Analyst and with satisfying customers/client requirements in a call center environment.
Experience with call center call monitoring/recording software like Aspect Quality Manager(AQM).
Bachelor degree.

Performs live and recorded call monitoring and provides performance data to management teams. Through the utilization of quality monitoring program (Aspect Quality Manager) to compile and track performance at individual, functional, and departmental levels.

Participates in the development and improvement of call monitoring formats and quality standards. Participates in training as needed.

Provides feedback to call center representatives and managers on observed strengths and improvement opportunities.

Participates in analysis of customer satisfaction survey programs (Aspect CMQ) as well as the Quarterly VOC meetings to identify any additional opportunities for improvement.

Conducts regular calibration sessions with Training and OC Management to assure uniformity in message delivery to call center agents Interacts with all levels of call center management to solve any inter-departmental inefficiencies and to address any areas of concern.

Technology
SQL skills
Databases in this group are SQL Server and DB2
Personality / advocate
Integration testing across systems
ESB skills are a plus