Quality Assurance Analyst

About IntouchCX

IntouchCX is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.

For more on our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs

About the Job

We’re changing the way people think about customer service, and we need your help!

We’re looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.

As Quality Assurance Analyst, You Will…

• Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed
• Complete Quality Assurance and coaching session reports on a weekly basis
• Attend and participate in meetings with supervisors and managers to review monitoring lists
• Attend and participate in partner and internal calibration meetings
• Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers
• Report scripting problems or questions from callers to appropriate departments
• Distribute partner and company related correspondence to all CSRs/Tier 2 team members
• Perform other duties as assigned

Requirements

As Quality Assurance Analyst, You Have…

• High school diploma or equivalent (required)
• 1 year of front-line contact center experience (preferred)
• 1-2 years of Quality Assurance experience (preferred)
• Intermediate knowledge of MS Excel, MS Word and MS Office (required)
• Ability to type 30 wpm minimum with accuracy
• Strong verbal and written communication skills, including spelling and grammar
• Excellent organizational and time management skills
• Ability to make fair and consistent judgments and decisions
• Ability to multi-task under high-pressure situations
• Ability to solve problems and offer suggestions in a positive and developmental manner
• Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls
• Ability to perform basic mathematical functions to ensure scoring accuracy
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
• Ability to work a variety of shifts including days, afternoons, evenings and holidays

Ready to apply? Submit your application and one of our recruiters will reach out via email/phone/text to learn more about you and connect you to this exciting opportunity!

IntouchCX is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, arrest and conviction records, or any other characteristic protected by law. IntouchCX will comply with all local fair chance ordinances.”

Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact the Recruiting department and/or the Human Resources department. IntouchCX also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.

By signing this application, the applicant consents to IntouchCX collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship. Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.

U.S Department of Labor Posters

Benefits

Benefits of Working as a Quality Assurance Analyst…

• Competitive pay ranges from $12/hr - $15/hr (dependent on experience, certifications, and portfolio)
• Industry-leading medical, vision, and dental benefit plans paid by the employee + paid time off and sick time leave benefits (whe