Under broad supervision, the Quality Assurance Analyst is responsible for collecting, analyzing, and interpreting data related to contact center operations.
Analyzes performance metrics such as call volume, response times, customer satisfaction, agent productivity, and abandonment rates.
Resolves complicated issues involving customer service and research governing policies, procedures and laws for resolution.
Develops and maintain daily, weekly, and monthly performance reports for management and stakeholders.
Conducts research to compile information needed to generate reports, complete projects and accurately resolve questions and concerns.
Tracks key performance indicators (KPIs) to assess the efficiency and effectiveness of the contact center.
Research and resolves program issues and inquiries.
Performs other duties as assigned.
High school diploma/GED and three (3) years of experience communicating information in a customer service setting; or two (2) years of experience required at the lower level Customer Svc Rep 2 (GST121).
Additional Information