ARIZONA DEPTARTMENT OF REVENUE

Funding Arizona’s future through excellence in innovation, exceptional customer service and public servant-led continuous improvement.

All Arizona State employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government. Our goal is for every ADOR team member to reflect on individual and team performance, reduce waste, and commit to continuous improvement with sustainable progress. Through AMS, every ADOR team member seeks to understand customer needs, identify problems, improve processes, and measure results.

Call Center Quality Analyst

Job Location:

Address: 1600 W. Monroe St. Phoenix, AZ 85007

Posting Details:

Salary: $47,563 annually

Grade: 20

Closing Date: Open Until Filled

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

Job Summary:

The Call Center Quality Analyst is responsible for measuring compliance against call center phone standard expectations for Call Center Representatives behavior to improve the taxpayer experience. This role utilizes the Call Center Quality Assurance scoring tool to evaluate Call Center Representatives’ behavior when handling phone calls and other taxpayer business communications, such as Live Chat and emails. This role also provides support towards continuous improvement of Call Center Representatives, and also provides support to management in identifying trends, training opportunities, and supporting agency development objectives.

Job Duties:  JD - Call Center Quality Analyst AUN06451.pdf

For more information, please refer to the attached job description.

Job Requirements:

Education & Experience
Any combination that meets the knowledge, skills and abilities (KSA); typical ways KSAs are obtained may include but are not limited to: a relevant degree from an accredited college or university such as Associate’s Degree (e.g., A.A.), training, coursework, and work experience relevant to the assignment.
- Minimum of four years related experience and/or training as a quality assurance analyst for a call center

Licenses & Certifications
- None

Knowledge/Understanding
- Knowledge of principles and processes for providing customer and personal services
- Knowledge of key performance indicators, such as Calls Per Day (CPD), Average Handle Time (AHT), Quality Assurance Scores (QAS), First Call Resolution (FCR), and Voice of the Customer (VOC)
- Knowledge of call center workflows, escalation procedures, and agency roles
- Knowledge and familiarity with Call Center Quality Assurance scoring tool

Skills
- Strong verbal, written, and listening communication skills
- Strong skills to provide constructive feedback, clearly articulate observations/concerns, and effectively document findings
- Strong service-centric orientation in the delivery of support and services to taxpayers
- Strong organization and time management skills with the ability to make measurable progress on several tasks simultaneously and work in high-pressure situations
- Strong interpersonal skills and demeanor
- Proficient in the use of a PC/laptop in a Windows environment; in the use of the Internet; and in the use of Google Suite applications such as Gmail, Sheets, Docs, and Drive
- Proficient in the use of call recording and quality monitoring platforms
- Skilled in the customer service technique of conflict de-escalation and resolution

Abilities
- Ability to clear a comprehensive background and clearance process that includes an Arizona tax compliance verification, and a criminal background check through the FBI via level one fingerprint clearance through the Arizona Department of Public Safety
- Ability to interpret data from call recordings, customer feedback, and quality monitoring software to identify trends and areas for improvement
- Ability to provide feedback and coaching to Call Center Representatives to improve thei