Quality Assurance Analyst

CPI Security Systems - Charlotte, NC (30+ days ago)3.7


ESSENTIAL RESPONSIBILITIES

Monitor calls for the entire call center operations floor and score those calls based on the evaluation form for their department. Including sales, retention calls, real alarm events, trouble-shooting calls and account creations, among others as necessary.
Keep track of recurring issues heard on the floor and bringing those issues to the attention of the supervisory staff.
Work in conjunction with Supervisory & Training staff to recommend training topics and representatives in need of training.
Able to communicate effectively with supervisors and managers concerning any issues.
Capability to run reports in VPI for quality statistics by department and representative.
Support the Quality Assurance Supervisor in all duties related to quality, training and coaching.
The point person to assist all other call center supervisors with locating a call of interest with urgency.
Able to confidently review and grade a call with accuracy.
The representative will be expected to meet or exceed a required number of evaluation forms. This number is to be determined and evaluated by the Quality Supervisor.
Specialize in locating archived calls.
Attend regular call calibration meetings.
Closely monitoring any representatives that may need attention or assistance. Communicate any urgent matter which would require quick follow-up or immediate call back to the representative’s supervisor.
Due to highly sensitive nature, calls may only be discussed with the employee involved and/or their supervisor.