Quality Assurance Analyst

Responsibilities:

• Quality Assurance Analyst  is responsible for assessing the quality of the performance of calls and chat process agents who deal with our existing, potential new users.
• The QA will monitor inbound calls, sales calls and/or chat responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
• Assist in developing, creating and implementing processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall My Bill Book users experience.
• Participates in design of call and chat monitoring formats and quality standards. Perform call and chat monitoring and provide trend data to the management.

Key Skills:

• Leadership.
• Organizational and planning.
• Communication.
• Statistical analysis.
• Problem-solving.
• Industry-specific technical knowledge.