Quality Analyst - Full-time

Description

Responsibilities:

* Maintain a thorough knowledge of Alorica's programs, policies, and technology. Monitor a minimum of twenty calls per day per TSR/CSR, per assigned shift.
* Maintain accurate and sufficient documentation of TSR/CSR calls including
positive observations, as well as areas of needed improvement.
* Provide ongoing QA Call Evaluations to the appropriate Operations Manager/Supervisor.
* Tape presentations as required for counseling sessions and client review.
* Maintain orderly environment ensuring the QA Booth has the correct scripts, responses, and the appropriate support materials, floor map and seating charts.
* Participate in answering live calls, handling problem calls and counseling telephone representatives as required. Ability to utilize counseling as a tool to coach and develop representatives.
* Participate in monitoring and calibration sessions with clients
* Perform other duties as assigned by the Quality Assurance Supervisor

Minimum Education and Experience:
* An Associates Degree (AA) from an accredited university or college; or a High school diploma, GED and 1 years related work experience
* Experience (2+) years in a call center environment.
* Some prior supervision experience preferred

Knowledge, Skills and Abilities:
* Ability to monitor and record improvements in performance.
* Ability to provide feedback and demonstrate a variety of coaching methods.
* Ability to write reports, and business correspondence.
* Ability to communicate effectively both orally and in writing
* Ability to build and maintain effective working relationships.
* Strong attention to detail and some experience in Verification

Qualifications

Minimum Education and Experience:

* An Associates Degree (AA) from an accredited university or college; or a High school diploma, GED and 1 years related work experience

* Experience (2+) years in a call center environment.

* Some prior supervision experience preferred

Knowledge, Skills and Abilities:

* Ability to monitor and record improvements in performance.

* Ability to provide feedback and demonstrate a variety of coaching methods.

* Ability to write reports, and business correspondence.

* Ability to communicate effectively both orally and in writing

* Ability to build and maintain effective working relationships.

* Strong attention to detail and some experience in Verification