Quality Assurance/Quality Control Specialist

Reporting to the North American Quality Manager, the Quality Analyst is responsible for monitoring and evaluating Customer Service performance and ensuring compliance with quality standards, policies, and procedures, thereby ensuring a high level of consistency in the delivery of a best-in-class customer experience. In addition, this position is responsible for providing specific feedback to individuals in order to foster continuous employee development and optimal alignment with Superior Propane’s vision, mission, values, and goals.

The Quality Analyst is also responsible for identifying and recommending quality improvement strategies for the Customer Experience area. This is accomplished through identifying trends and opportunities for continuous improvement and providing recommendations to the Customer Experience leadership team. As the position deals with highly sensitive employee performance information, the Quality Analyst is expected to act diplomatically and professionally and maintain employee performance confidentiality at all times.

- Perform Quality monitoring and evaluation for all contact center teams (Sales, Customer Service, Change of Ownership, Customer Care, and Back Office Administration), voice and non-voice processes

- Monitor customer calls/e-mails/chats for conformance to guidelines, procedures, proper voice inflection, customer experience, systems usage, and fraudulent activity

- Provide specific and targeted agent and employee feedback to supervisors to facilitate developmental coaching for the agents to enable them to reach their optimal performance

- Provide data insights, opportunities/gaps with recommended improvement plans and strategies regularly

- Recommend improvement to processes, either from own perspective or by passing on feedback from agents

- Coordinate and participate in call calibration sessions with supervisors and agents to ensure agreement and alignment with quality assessment practices

- Participate in the design and continuous improvement of monitoring formats and quality standards

- Collaborate with the Manager on the continual enhancement of the training curriculum and performance measurement tools

- Actively support the team with data to drive improvements in the department's overall performance

- Use the Quality management system to critically analyze available data to identify trends and/or issues impacting the customer experience or operational performance at the individual and team level

- Monitor the quality of all contact types with customers

- Prepare statistical reporting for Leadership to communicate Contact Center performance and identify performance gaps

- Participate in customer and client listening programs to identify customer needs and expectations

- Prepare and analyze internal and external quality reports for management staff review

What you bring:

- Minimum of one (1) year in the Customer Experience Contact Center, in a customer-facing role

- Outstanding customer service skills and dedication to providing a best-in-class customer experience

- Demonstrate a commitment to continuous quality improvement

- Must be able to effectively deal professionally with a diverse group of people at all levels, including Agents, Trainers, Contact Center Management, and subject matter experts

- Must be self-motivated and a self-starter

- Solid time management skills, keen attention to detail

- Excellent judgment and decision-making capabilities

- Ability to work with remote sites

- Excellent listening, communication (oral and written), and analytical skills

- Ability to multitask and successfully operate in a fast-paced, team environment, with the ability to adapt to frequently changing priorities

- Results-driven - must meet or exceed established performance metrics

- Previous experience with QA software and solutions (Avaya, Calabrio etc.)

- Proficient in Microsoft Word and Excel

- Other responsibilities, activities, and assignments as required

- Proficiency in Spanish Communication (Verbal and Written) is an asset

- Legal authorization to work in the United States is required. We will not sponsor individuals for employment visas now or in the future for this job opening.

The expected hourly rate range for this role is $20-25 per hour.

Please note the compensation information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, candidate’s geographical location, as well as market and business considerations.