The successful Contact Center Quality Control Analyst will have the desire to be best in class, the drive for change and improvement and a passion for excellence in everything we do. Reporting directly to the Sr. Manager of Quality Assurance, the Quality Control Analyst will ensure all contact center initiatives and procedures are executed with the highest level of quality for our customers and staff.
Analyst will be responsible to oversee design, development and maintain knowledge database/information portal while ensuring the integrity of the data and system efficiency, in partnership with Quality Assurance Manager. Analyst will routinely perform quality audits on knowledge base portal to ensure adherence to standardization guidelines, and ensure these guidelines are maintained and enhanced as needed. Liaison with internal teams to ensure the dissemination, re-enforcement, and validation of information to the Contact Center. Develop a strong partnership with Program Management, Operations and Training & Education to ensure effective dissemination of information and processes.
More specifically oversee all departmental SOPs, develop and maintain standards, ensure clarity and simplicity with a strong focus on first contact resolution, and complete additional audits on SOP content and structure. Utilize feedback from Sr. Quality Analyst to act upon defined opportunities to improve Customer Satisfaction levels while working closely with Marketing and Quality Manager.