Quality Analyst - Financial Services - Internal

Advanced Call Center Technologies

Job Description

Quality Analyst - Financial Services

Reports To: Manager, Training & Quality

Department: Training

FLSA: Non-Exempt

Prepared By: Human Resources

Position Summary

Under the general direction of the Director of Training & Quality, facilitates company and client monitoring and adherence to programs requirements.

Nature and Scope

Position reports to the Manager, Training & Quality. Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer. The QA will monitor inbound and outbound call and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

Essential Duties and Responsibilities

All areas of responsibility listed below are essential to the satisfactory performance of this position by any/all incumbents, with reasonable accommodation, if necessary. Any non-essential functions are assumed to be included in "other related duties as assigned":

Participates in design of call monitoring formats and quality standards.

Performs call monitoring and provides trend data to site management team.

Uses quality monitoring data management system to compile and track performance at team and individual level.

Performs monitors of customer care email and chat responses.

Participates in customer and client listening programs to identify customer needs and expectations.

Provides actionable data to various internal support groups as needed.

Coordinates and facilitates call calibration sessions for call center staff.

Provides feedback to call center team leaders and managers.

Prepares and analyzes internal and external quality reports for management staff review.

Provides call floor support

Other Duties as described my management

Supervisory Responsibilities

Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Minimum Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. **Must have prior healthcare experience**

Education: High School diploma/GED. Associate’s degree or some college preferred.

Experience: Minimum of one year of related call center experience. Supervisor or training experience preferred.

Skills:

• Computer experience in a Windows and web-based environment.

• Experience using internet, word processing, spreadsheet and calendar software required. MS Word, Excel and Outlook experience preferred.

• Ability to speak effectively in front of groups of employees or customers.

• Ability to write and complete routine reports in various formats.

• Ability to analyze, interpret and report results, trends and outcomes.

• Ability to deal with problems involving several concrete variables in standardized situations

Certificates, Licenses, Registration: None required

Competency

To perform the job successfully, an individual should demonstrate the following competencies:

Interpersonal Skills – Maintains confidentiality; Able to interact with a high volume of people; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.

Verbal Communication – Speaks clearly and persuasively in positive and negative situations; Listens and gets clarification; Responds effectively to questions.

Written Communication – Writes clearly and informatively; edits work for spelling, grammar and accuracy; Able to read and interpret written information.

Problem Solving – Ability to design workable solutions to problems in a timely manner and within an ambiguous environment.

Reasoning Ability - Apply common sense understanding to carry out instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interest; Supports everyone’s efforts to succeed.

Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment.

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Quality – Completes work in timely manner; Works quickly and efficiently. Looks for and implements process improvements.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes and schedules tasks; Develops realistic action plans.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Flexibility to work as required and when needed to address urgent issues.

Dependability – Follows instructions, responds to management directions; Takes responsibility for own actions; Keeps commitments; Commits to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Physical Demands: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee must occasionally lift and/or move up to 20 pounds.

This description has been prepared to assist in evaluating various classes of responsibilities, skills, and working conditions. It indicates the kinds of tasks and levels of work difficulty required of positions given this classification. It is not intended as a complete list of specific duties and responsibilities. Nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under supervision. Nothing contained herein is intended or shall be construed to create or constitute a contract of employment between any employee or group of employees and the Company. The Company retains and reserves any and all rights to change, modify, amend, add to or delete from any section of this document as it deems, in its judgment, to be proper.

~CB

ACT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ACT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. ACT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of ACT’s employees to perform their job duties may result in discipline up to and including discharge.