Sr QA Analyst with RMS (Retail Merchandizing System) experience MUST

Overview

Sr QA Analyst with RMS (Retail Merchandizing System) experience MUST Jobs in Columbus, OH at Tekcogno

Job Summary

The Voice Etiquette/Customer Service Quality Assurance Analyst will be responsible for monitoring and evaluating contact center agents to ensure quality customer service and adherence to the policies and procedures of the organization.

Job Responsibilities:

Monitor, Score and Calibrate on Call Center Contacts

· Become a Subject Matter Expert in Customer Service –to be able to monitor content specific calls; may include monitoring agents across the globe.

· Listen to recorded phone calls and complete all necessary evaluation forms for agents (including new hires).

· Complete live monitoring evaluations as needed and determined by management.

· Participate in regular collaboration sessions with other Quality Analysts and Management to ensure consistency in evaluation scores.

Support Employee Development and Process Improvements

· Identify and communicate process improvements to agents and management.

· Conduct side by sides with new hire agents to evaluate overall job phone etiquette and soft skills performance.

· Conduct skill-specific side by sides for agents as needed.

· Provide ongoing employee development & process improvement support.

· Assist trainers in facilitating phone time for agents during new hire training.

· Conduct short employee development sessions on form expectations and soft skills.

Trend Analysis and Results Communication

· Analyze & communicate evaluation results.

· Report on and communicate agent behaviors observed during monitoring customer contacts to the management team.

· Identify and communicate quality trends to the applicable training and management groups.

· Provide feedback to management on the effectiveness of monitoring through monthly meetings.

Additional Quality Assurance Responsibilities

· Attend training classes to maintain content expertise as necessary.

· Assist with customer calls to maintain subject matter expertise, assist with achieving contact center goals and to provide relevant feedback based on personal experiences.

· Assist trainers in facilitating phone time for agents during new hire training.

· Complete additional responsibilities as assigned by the Operations Manager.

· Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to companies internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.

Job Requirements:

· HS Diploma, GED or Foreign Equivalent

· Associate’s degree from a two-year college or technical school preferred.

· 2+ years in a call center environment or equivalent experience required.

· 1+ years of experience in an Information Technology role preferred.

· Previous quality assurance experience preferred.

Required:

· Excellent interpersonal skills with the ability to maintain confidentiality.

· Proven excellence in written and oral communications.

· Strong leadership skills, inspires and motivates others to perform well.

· Excellent listening skills with the ability to listen judiciously to agent’s calls and problem-solve accordingly.

· Ability to work independently with minimal supervision as well as collaborate in a group-setting.

· Ability to effectively prioritize and execute tasks in a high-pressure environment.

· Must be action oriented with a great sense of customer focus and a high commitment to quality.

· Accepts feedback from others and gives appropriate recognition to others.

· Effective team player.

· Ability to give performance feedback to others.

Preferred:

· Working knowledge of Microsoft Office Suite, specifically Microsoft Word and Excel.

· Previous Quality Assurance experience.

Job Type: Full-time

Pay: $18.00 – $21.00 per hour

Expected hours: 40 per week

Schedule:

8 hour shift
Monday to Friday

Ability to Commute:

Columbus, OH 43219 (Required)

Ability to Relocate:

Columbus, OH 43219: Relocate before starting work (Preferred)

Work Location: In person

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Title: Sr QA Analyst with RMS (Retail Merchandizing System) experience MUST

Company: Tekcogno

Location: Columbus, OH