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Quality Assurance

Faneuil

This is a Full-time position in Austin, TX posted June 5, 2021.

DescriptionOverview of Role/Job Purpose:The Quality Assurance Specialist is to provide administrative and analytical support of internal quality monitoring and external survey processes and results. The Quality Assurance Specialist coordinates and conducts quality assurance monitoring audits for the contact center. The QA Specialist is to assist with the maintenance of quality definitions document, research recorded interactions, and communicate program performance through documented reporting. The QA Specialist is expected to meet Corporate and Program defined quality performance expectations and to be devoted to collaboratively assessing and coaching the agent performance in order to meet key metrics. This position may be supported at the contact center and/or virtually as business needs dictate.Job DescriptionDuties:* The Quality Assurance Specialist will monitor/coach and be held accountable for the performance goals defined by Faneuil and Program* Monitors (and held accountable for) key metrics of Program and the Contact Center* Monitor a representative sampling of Program workload for monitoring/coaching. This sampling may include phone calls, emails, data entry, queues, and other relevant samplings. Scores (calibrates) and reviews and coach’s performance with staff* Assist with the updating of SOPs, work instructions, checklists and various other documents under Quality management and document control* Responsible for teaching skills needed to achieve Program goals and ensuring compliance with and effectiveness of those skills* Perform as system administrator for NICE Engage quality system, managing user profiles and ensuring accurate audio and screen recording* Maintains and identifies agent’s performance data and trends to include week-over-week trends, key metrics, select compliance, etc* Analyzes data and identifies performance gaps and provides feedback to the Program Manager and Corporate Training & Quality Manager* Communicates quality issues to management and conducts root cause analysis with corrective and preventative action plans* Identifies agent’s performance trending opportunities and provides feedback* Participates in weekly meetings to discuss strategies to improve overall center performance* Alerts Workforce Planning Analyst when an environmental deficiency exists (i.e. extra noises, headset quality, system latency etc.)* Recommends contests to promote teamwork and positively impact performance metrics* Flexibility to perform job duties on-site or remote, as business need dictate* Facilitate and/or attend weekly calibration sessions with the call center and other areas of operations to ensure consistency in the evaluation process* Monitor/coach associates* Participate and/or facilitate weekly/bi-weekly meetings with leadership to discuss any trends, solutions and action plans* Understand performance gaps and ability to analyze data. Provides feedback to the Training & Quality Managers* Performs projects and other duties as assignedMinimum RequirementsRequired* High school diploma* 2-3 years’ experience in a call center environment* Excellent written and verbal communication skills* Strong interpersonal skills.* Proven ability to coach/motivate a team to performance metrics* Ability to present content and information in order to help group achieve objectives andpromote shared responsibility for outcomeAbility to facilitate/conduct virtual meetings in a one-on-one and/or group setting* Ability to express ideas and concepts, clearly and concise* Ability to produce and interpret data with strong technical, analytical and research skills* Proficient in Microsoft Applications including Word, Excel, Outlook and Microsoft Project* Excellent organizational skills and an aptitude for detail.* Ability to define problems, collects data, establish facts, and draw valid conclusions* Detail oriented with effective use of time management and organizational skillsAbility to work independently and collaboratively* Ability to handle multiple projects simultaneously and work under stringent deadlines.* Self-motivated* Demonstrated Time Management skills* Ability to remain level-headed in a high-pressured environment.* Excellent problem-solving/analytical skillsPreferred* College degree or some college* Previous experience as a quality specialist, performance coach, or in a leadership position

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