Contact Center - Quality Control Analyst

Job Locations US-FL-Doral
ID
2021-1374
Category
Customer Service/Support
Type
Full-Time

Company Overview

 
A vibrant company culture founded on the pillars of family, gratitude, and service. A portfolio of international brands dedicated to innovation in the personal beauty industry. A diverse team of talented professionals, united in their vision of achievement and growth. Welcome to Alcora.
 
Built upon the foundation of four brands united in purpose—L’EUDINE Global, MONAT, Project Beauty and B&R Products, Inc.—Alcora is perfectly positioned to lead the beauty and wellness industries in Latin America, North America, and beyond for decades to come. With its headquarters and manufacturing facilities located in the spectacular city of Miami, Alcora boasts an energetic, exciting corporate culture and a family of passionate professionals who thrive on the pursuit of excellence.

Job Summary

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.

Responsibilities

  • Build a world class quality assurance functionality/processes designed to ensure Monat’s customer experience is consistent across all Contact Centers.
  • Assess and maintain the revision of all existing contact center SOPs while driving up first contact resolution, customer satisfaction, and CSR efficiency
  • Provide final signoff/approval of all new and revised contact center SOPs
  • Develop and maintain contact center global Knowledge Base (SharePoint) design and infrastructure
  • Monitor and evaluate quality of all content posted within global Knowledge Base (SharePoint)
  • Manage intake of Opportunities identified within knowledge base and Standard Operating Procedures, resulting from escalation feedback and direct employee submissions
  • Execute on defined process improvement quality opportunities, with support from Sr. Quality Assurance Analyst and Customer Experience (Marketing)
  • Audit, reinforce, and report on procedural adherence of contact center staff to contact center management SOPs
  • Develop, implement, and maintain quarterly employee satisfaction surveys around SharePoint Knowledge Base
  • All other duties as assigned

Qualifications

 

  • Associates Degree or equivalent 
  • 5+ years’ experience in the Contact Center industry
  • 3+ years of relevant experience in a contact center industry
  • Ability to present content and information in order to help group achieve objectives.
  • Ability to facilitate/conduct virtual meetings in a one-on-one and/or group setting.
  • Demonstrate assertiveness skills in the interview process and/or through supervisor input and recommendation.
  • Strong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail.
  • Very strong interpersonal skills and the ability to build relationships with stakeholders, including staff and external partners.
  • Expert level written and verbal communication skills to influence and drive strategic decisions across the organization.
  • While not specifically a 'data role,' should be analytical with a strong grasp of using data to determine cause and effect relationships, with an ability to create actions plans to leverage this data into actionable change.
  • Demonstrated proactive approaches to problem-solving with strong decision-making capability.
  • Strong Emotional Intelligence and professionalism.
  • Highly resourceful team-player, with the ability to also be extremely effective independently.
  • Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the highest level of customer service and response.
  • Demonstrated ability to achieve high performance goals and meet deadlines in a fast-paced environment.
  • Forward looking thinker, who actively seeks opportunities and proposes solutions.

 

Preferred:

  • SharePoint knowledge 
  • Facilitation experience