Quality Assurance Analyst

PDS Tech, Inc. is seeking a Customer Service Representative in Atlanta, GAJob Description: The Quality Assurance Analyst utilizes established methodologies to record, monitor and evaluate agent-customer interactions across the sales, service, and support functions of the Customer Care Centers.They use the results of real customer interactions to provide feedback and coaching documentation to assist supervisors with the targeted development of their individual team members.The Quality Assurance Analyst is responsible for supporting continuous quality improvements and ensuring a consistent, high quality experience for our customers.The position reports to the CCC Quality Assurance Supervisor and provides support for Sales, Service and Support teams. Position Activities and Tasks: Evaluate agent performance daily by monitoring and documenting interactions (inbound, outbound)Provide feedback to agents on all evaluations to produce successful municate with supervisors and provide feedback needed to properly document agent performance.Assist with trend reporting to identify best practices and development areas.Attend and participate in agent team meetings as required.Attend and participate in calibration sessions for all departments.Establish an on-going process to maintain an even and consistent delivery of evaluations and feedback utilizing the tools and reports available.Validate teams'' alignment to ensure completion of weekly and monthly productivity goals. Experience Required: Call-center experienceExperience coaching and providing feedback to members of a diverse workforce Experience Preferred: Two years'' experience in quality position in a large call center environment utilizing quality recording softwareBi-lingual (English & Spanish) or (English & French) Technical Knowledge and Skills: Strong understanding of call-center quality applicationsGeneral understanding of other call-center technologiesProficient MS Office skills (Outlook, PowerPoint) Education: High School Diploma Education Preferred: Bachelor''s degree preferred, Business/Quality/Process Improvement Competencies: Attention to detailListeningComputer/technical skillsAbility to effectively provide constructive feedbackPlanning/organizing and documentingFlexibility in a dynamic work environmentPassionate about customer servicePersonal reliabilityWillingness to acquire knowledge on new technologies/process to solve quality problems.Able to work independently, self-directed and solutions oriented.Effective verbal and written communication skills and excellent interpersonal skills. Additional Competencies Preferred: Bi-lingual (English & Spanish)PDS Tech, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status. Founded in 1977, PDS Tech, Inc. is one of the nation''s premier specialty staffing firms with 31 offices nationwide. We offer a full range of benefits including: Health insurance Paid holidays Weekly payroll Immediate 401(k) eligibility Completion Bonuses Training Please note availability of benefits may vary by position PDS specializes in Engineering and IT arenas including Aerospace, Defense, Electronics, Telecommunications, Automotive, and Energy just to name a few. Our reputation, track record, and years of continuous growth reflect the commitment to quality that our employees and clients experience first-hand. To find out more about PDS, please visit $$$ PDS pays for referrals! $$$

Created: 2021-11-29