Quality Analyst
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At a glance
Job overview
Firstsource is hiring a Quality Analyst. The Quality Analyst conducts full scope activities for new employee orientation and ongoing training for call center personnel. This includes soft skills, supervisor, process, and product training for employees and supervisors. The role involves daily quality audits of call center and operations personnel, monitoring telephone calls and other correspondence, and providing accurate quality monitoring reports.
Key focus areas include Performs daily quality audits of call center and/or operations personnel, Monitors inbound and/or outbound telephone calls and other correspondence, and Conducts audits of production activities of assigned group.
Successful candidates bring High School Diploma, GED, and Previous Call Center Experience. Important skills include English Verbal Communication, English Written Communication, Spanish Verbal Communication, Spanish Written Communication, Quality Concepts, and Quality Terminology.
Skills & qualifications
Skills
Qualifications
Full job description
Experience Required
None
Minimum Education Required
High School Diploma/G.E.D.
Compensation
$7.25 / hourly
Hours Per Week
40
Number Of Positions
1
Work Schedule and Shift Requirements
First (Day)
Job Description
Location:Remote
Pay Rate:$19.23/hr.
Job Type:Full-time Temporary
Schedule:40-hour work week scheduled between Monday-Friday 7am-8pm CST, Saturday 8am-3pm CST & Sunday 10 AM-3 PM Central
Position Overview
Conducts full scope of activities required to deliver new employee orientation and on-going training for call center personnel. On-going training classes include soft skills training (leadership, communication, stress management, etc.), supervisor training, process training and product training. Audience is comprised of employees and supervisors.
Key Responsibilities
Performs daily quality audits of the call center and/or operations personnel including monitoring of inbound and/or outbound telephone calls and other correspondence.
Conducts audits of the production activities of assigned group, e.g., proof payment claims, credit returns, debit returns, rejects, etc.
Provides accurate and timely quality monitoring reports on quality issues, performance measures and/or call center representatives. Provides feedback to managers regarding areas for improvement and recommends educational opportunities for staff. May provide feedback directly to staff as required.
Monitors audit schedule to ensure compliance to the quality audit plan.
Recommend policy and procedure changes or quality audit plan updates based on quality monitoring trends.
Assists in the evaluation of quality audit disputes.
Assists training specialists with updates to manuals and other job aids and may assist with training as necessary.
Consults with senior peers and/or management on non-complex projects to learn through experience.
Other related duties assigned as needed.
Required Qualifications
High school diploma or equivalent
Fluent in bothEnglish and Spanish(verbal and written communication)
Previous call center experience required
Knowledge of quality concepts, terminology, and objectives
Knowledge of MS Office, e.g., Word, Excel and Access required
Thorough knowledge of the various call center areas and daily duties of personnel within the groups being audited
Proficiency in the online tools required for the position being audited
Excellent verbal and written communication skills
Excellent customer service, problem solving, organizational, and multi-tasking skills
Strong analytical skills and the ability to see trends and patterns in data
Ability to work both independently and in a team environment
Preferred Qualifications
Previous experience in banking, financial services, or customer support environments.
Firstsource is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace. Firstsource participates in E-Verify and we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's I-9 to confirm work authorization.
It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.
Job Type
Full time
Benefits Offered
Not specified
Veteran Preference
No
Place of Work
On-site
Requisition ID
22562
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