Job Description

Position Overview: As a Quality Assurance Analyst, you will play a critical role in ensuring the quality and consistency of our customer interactions. This long-term contract position involves reviewing 20-30 calls per day from our Mechanical Claims and Customer Service teams. Your primary responsibility will be to evaluate the performance of our representatives, ensuring compliance with company standards and identifying areas for improvement.

Key Responsibilities:

• Review and evaluate 20-30 calls per day from Mechanical Claims and Customer Service teams.
• Assess call quality based on predefined criteria, including adherence to scripts, customer service skills, and accuracy of information provided.
• Provide detailed feedback and recommendations for improvement to team members and management.
• Identify trends and patterns in call quality and suggest training or process improvements.
• Collaborate with team leaders to develop and implement quality improvement initiatives.
• Maintain accurate records of call evaluations and feedback provided.
• Participate in regular calibration sessions to ensure consistency in call evaluations.

Qualifications:

• Proven experience in a quality assurance role, preferably in a call center environment.
• Strong analytical skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to provide constructive feedback in a clear and professional manner.
• Familiarity with call center software and quality assurance tools.
• Ability to work independently and manage time effectively.
• High school diploma or equivalent

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