• Job Description

  Req#: 5699307

  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. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer’s experience.

  The selected candidate must reside in Phoenix, AZ metro area, and potentially commute daily to our Black Canyon Office (I17/Thunderbird).

  This role is pending a contract, selected person will only be offered if contract is secured.

  ESSENTIAL DUTIES AND RESPONSIBILITIES

  · 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 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.

  · Perform other duties as assigned.

• About the company

  Valor Global is a global leader in providing world class Customer Care Solutions with proactive omni-channel customer service.

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