Contact Center Quality Assurance Analyst

The Quality Assurance (QA) Analyst will be responsible for supporting the quality assurance efforts within the Customer Financial Solutions department. This role involves systematically reviewing customer interactions and applying established quality standards to approved scorecards. The aim is to improve the overall customer experience by ensuring customer service interactions align with the company's quality standards, compliance initiatives, and operational procedures. 

Key Responsibilities:

• Quality Reviews: Complete 100% of scheduled monthly quality reviews for customer interactions (calls, emails, chats).
• Calibration Sessions: Participate in regular calibration sessions with leadership to ensure performance consistency and scoring accuracy.
• Performance Review: Assess performance at the supervisor/manager level, ensuring staff have the necessary skills and knowledge to meet service commitments.
• Risk Identification: Highlight potential areas of risk through QA reports and audits.
• Audits: Conduct periodic audits of service results to ensure compliance and consistency with established standards.
• Reporting: Provide regular tracking and reporting of Quality Assurance metrics, creating weekly, monthly, semi-annual, and annual reports for management review.
• Training Needs: Collaborate with the training department to identify and address any gaps in training.

Qualifications:

Education and Experience:

• Bachelor’s Degree in a relevant field is preferred, but additional years of relevant experience may be considered in lieu of a degree.
• 1-3 years of experience in customer quality assurance or quality control, particularly in a Collection or Call Center environment.
• Experience with Multifunctional Call Recording Solutions: Familiarity with voice and screen capture systems used in call monitoring.
• Blended Contact Center QA: Previous experience in quality assurance for voice, email, and chat contact centers is preferred.

Skills:

• Strong verbal and written communication skills.
• Excellent listening, analytical, and research abilities.
• Ability to provide clear and actionable feedback to improve performance.

Core Values:

At PLS Financial Services, we strive to demonstrate the following core values in all positions:

• Communication
• Customer Focus
• Integrity and Trust
• Teamwork
• Results