Quality Analyst

The Quality Analyst is responsible for working with the Customer Service management team to improve the performance of Customer Service Representatives through the monitoring and analysis of calls and written correspondence according to Quality Assurance guidelines. The Quality Analyst plays an important role in the development of the Customer Service staff by providing feedback and guidance that will allow the team to maintain and exceed quality standards and ensure high levels of customer satisfaction.

• Monitor, review and score a pre-determined number of Customer Service Representatives’ calls and written correspondence on a monthly basis according to Quality Assurance guidelines.
• Complete written reports for the representatives and their supervisors which include quality scores as well as written comments detailing strengths and opportunities for improvement.
• Meet with Customer Service Representatives in monthly one-on-one sessions to review the employees’ strengths and to discuss possible strategies for improving performance.
• Meet with Customer Service Supervisors monthly to compare observations of each representative’s performance and discuss future development needs.
• Assist the Customer Service Supervisors and Representatives in developing performance improvement plans for employees who fail to meet departmental quality standards. Conduct follow-up monitoring sessions according to the needs of the plan.
• Identify trends in the individuals’ strengths and opportunities and make recommendations to the Customer Service management team for strategies in training and job aids which will assist in improving the overall quality performance of the team.
• Maintain detailed documentation of all quality scores and feedback sessions with employees as well as performance improvement plans developed with supervisors.
• As needed, conduct training sessions with both new and existing employees designed to either introduce new information or review existing information in order to improve quality performance.
• Maintain the confidentiality of all monitoring, performance and other employment information of Customer Service Representatives.

• Must have a solid performance record as a Customer Service or Lead Representative with a proven track record of performance and individual productivity for a minimum of six (6) months.
• Proven high level of performance in a Customer Service Call Center environment demonstrating excellent quality performance and productivity.
• Strong verbal and written communication skills. Proven ability to handle difficult situations in a positive manner.
• Good analytical skills; proven ability to identify an issue and make recommendations for improvements.
• Excellent interpersonal skills.
• Ability to present information in a professional and positive manner to individuals one-on-one as well as to a team of people in a classroom setting.
• Excellent understanding of webloyalty.com products, services, and procedures.
• Strong multi-tasking and organizational skills.
• Good internet and PC capabilities, including a working knowledge of Microsoft Word and Excel software.
• Ability to handle personnel information and issues in a professional and confidential manner.
• Responsible team player able to explain and support Company policies and procedures.

If interested, please submit an internal application to Jennifer Bittar by Friday, December 21^st.