Quality Assurance & Coaching Analyst - Call Center

SARES; Minneapolis (MN); In loco; USD 55.000 - 75.000; Tempo pieno

Descrizione del lavoro

Delta Dental of Minnesota is seeking a Quality Analyst to monitor the quality of Call Center Representatives, track performance, and generate quality metrics. The QA will coach agents, collaborate with leadership, and drive continuous improvement in CSAT and performance trends.

The role involves calibration sessions, developing training content, and implementing QA processes within the Calabrio system. Strong communication and analytical skills are required.

Competenze

• Outstanding customer service skills.
• Must be self-motivated and self-starter.
• Exceptional listening and analytical skills.
• Must be able to effectively deal with people at all levels.
• Ability to multi-task and successfully operate in a fast-paced, team environment.
• Excellent verbal and written communication skills (including good grammar) and exceptional interpersonal skills.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Attention to detail.

Mansioni

• Oversee all aspects of quality assurance including call monitoring, evaluation and calibration scoring.
• Participates in the design of call monitoring forms, expectations and quality standards for call center.
• Provide coaching, training, and development to contact center agents.
• Educate agents, supervisors, and managers on Quality Assurance process and goals.
• Track and identify performance improvement opportunities from call evaluations.
• Analyze quality and performance trends to provide recommendations and action plans for improvement.
• Lead QA site calibration with agents and leaders to identify process improvements relating to calls and behaviors.
• Coordinate and facilitate call calibration sessions for customer service staff and present leadership with observations and trends identified during call review to improve feedback to agents and agent/team performance.
• Monitor and analyze CSAT survey results and work with management to develop and execute action plans for improvement.
• Perform side-by-sides, where the QA will sit with a representative and listen in on live calls.
• Is knowledgeable of and maintains HIPAA standards of privacy and confidentiality.
• Adopt and integrate Ulysses Learning Customer Service approach and coaching tool into training design and content.

Conoscenze

Outstanding customer service

Self-motivated

Analytical skills

Verbal and written communication

Attention to detail

Descrizione del lavoro

Delta Dental of Minnesota is seeking a Quality Analyst to monitor the quality of Call Center Representatives, track performance, and generate quality metrics. The QA will coach agents, collaborate with leadership, and drive continuous improvement in CSAT and performance trends.

The role involves calibration sessions, developing training content, and implementing QA processes within the Calabrio system. Strong communication and analytical skills are required.