Quality Assurance Analyst

at  ResultsCX

Description
The Quality Assurance Analyst is responsible for providing expert observations on Results Associates’ customer interactions by reviewing and auditing incidents, calls, emails, chat, and customer survey responses against legal and customer experience requirements of ResultsCX and its client partners. They are experts in the lines of business they support supplying meaningful, trended behavioral observation to assist operations and training in continually advancing Results Associates’ performance. We expect greater of ourselves…

What’s Your Greater? Come find it at ResultsCX!In this role you will:

• Evaluate and analyze calls, emails, chat, transaction data, and customer survey responses to identify compliance to quality standards such as business process and legal requirements and customer experience-impacting behaviors
• Actively participates in internal and external client listening/calibration sessions to ensure thorough understanding of the programs they support, goals, and client standards
• Utilize existing tools and technology such as Interaction Analytics and reporting dashboards to analyze trends or patterns affecting quality
• Communicate with supervisors regarding employee performance through performance consultancy and QA forum participation, providing structured and timely recommendations may it be verbal or written, and monitoring the result of stated recommendations
• Perform other duties, functions and tasks that are incidental and inherent to the job

• Evaluate and analyze calls, emails, chat, transaction data, and customer survey responses to identify compliance to quality standards such as business process and legal requirements and customer experience-impacting behaviors
• Actively participates in internal and external client listening/calibration sessions to ensure thorough understanding of the programs they support, goals, and client standards
• Utilize existing tools and technology such as Interaction Analytics and reporting dashboards to analyze trends or patterns affecting quality
• Communicate with supervisors regarding employee performance through performance consultancy and QA forum participation, providing structured and timely recommendations may it be verbal or written, and monitoring the result of stated recommendations
• Perform other duties, functions and tasks that are incidental and inherent to the jo