Job summary

Richmond, VA, United States, North America
Career Level:
Entry Level (Less than 2 years of Experience)
Job type:
Full time

Quality Assurance Analyst

About this job
Job Title: Call Center Quality Assurance(QA)Analyst Reports To: Training Manager FLSA Status: Non-Exempt Department: Administration SUMMARY: A call center quality assurance representative has a number of duties and responsibilities which help call center representatives operate at optimal efficiency. Quality assurance representatives must measure and gauge all activities of call center employees, including monitoring, coaching and formulating reports to identify trends. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. • Performs call monitoring and assists in providing trend data to the management team • Participates in the improvement of call monitoring formats and quality standards • Uses quality monitoring data management system to compile and track performance at individual and department level • Identify training needs/improvements using statistical call monitoring data • Assist training department in delivering ongoing training • Perform coaching and side by side monitoring when possible • Assists in the call calibrations sessions with the call center staff • Provides feedback to call center supervisors, as well as the call center manager and quality assurance department • Identify scripting/product issues using call monitoring statistics • Provides data to various internal department as needed • Prepares and analyzes internal quality reports for management staff reviewer’s COMPETENCY: To perform the job successfully, an individual should demonstrate the following competencies: • Problem Solving - Identifies and resolves problems in a timely manner; Develops alternative solutions. • Project Management - Completes projects on time and budget. • Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills. • Interpersonal - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things. • Oral Communication - Speaks clearly and persuasively in positive or negative situations and listens and gets clarification and responds well to questions. • Written Communication - Writes clearly and informatively, edits work for spelling and grammar and is able to read and interpret written information. • Quality Management - Looks for ways to improve and promote quality and demonstrates accuracy and thoroughness. • Business Acumen - Understands business implications of decisions. • Cost Consciousness - Works within approved budget; Conserves organizational resources. • Diversity - Demonstrates knowledge of EEO policy and shows respect and sensitivity for cultural differences. • Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values. • Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values. • Adaptability - Adapts to changes in the work environment; Changes approach or method to best fit the situation and is able to deal with frequent change, delays, or unexpected events. • Attendance/Punctuality - Is consistently at work and on time. • Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments. • Initiative - Volunteers readily; Undertakes self-development activities; Asks for and offers help when needed. • Innovation - Meets challenges with resourcefulness; Generates suggestions for improving work. • Judgment - Exhibits sound and accurate judgment; Includes appropriate people in decision-making process. • Motivation - Sets and achieves challenging goals; Measures self against standard of excellence. • Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently. • Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. • Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality. • Quantity - Meets productivity standards; Completes work in timely manner. • Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly. QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION/EXPERIENCE: GED or High School Diploma; or one year related QA experience; or equivalent combination of education and experience. LANGUAGE ABILITY: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. MATH ABILITY: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. COMPUTER SKILLS: To perform this job successfully, an individual should have knowledge of word processing, spreadsheets, Internet, and contact management systems. CERTIFICATES AND LICENSES: No certifications needed SUPERVISORY RESPONSIBILITIES: None WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.


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