CX/QA Analyst

Position Purpose:

The CX/QA Analyst is responsible for evaluating and providing individual and client performance feedback to Center Operations and to support the development and maintenance of a high level of quality.

Essential Functions and Responsibilities:

• Monitor, analyze, and evaluate performance of newly hired and existing employees. Consult and partner with Project Coaches to provide performance results/trends that enable the Project Coaches’ ability to ensure consultants receive feedback on customer service techniques, systems operation, and policy/procedure/practices. Monitoring is accomplished by comparing performance against client and company requirements and specifically targeting individual behaviors for which the consultant is being coached. (70% of work time)
• Evaluate individual and team results to identify specific opportunities and periodically meet with Coaches to provide consultation, working together to plan monitoring strategy and validate Consultant performance progress. (20% of work time)
• Support and partner with training department by providing trend analysis feedback to help determine training-related solutions, present quality performance criteria and scoring methodologies to new hire classes, facilitate class quality calibration sessions, and provide client performance feedback as required. (10% of work time)