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Job Summary
The Quality Assurance Analyst is responsible for monitoring communications between employees and external customers to maintain set expectations and standards of quality. The analyst will document in writing and lead discussions on how the communication met or did not meet standards and expectations/offer suggestions for improvement and feedback to managers/employees.
Responsibilities
- Bilingual – QA monitoring for Spanish and English sales, customer care representatives and Team Leads
- Professional documentation practices through Excel Publisher, Word Doc, etc.
- Publish QA scorecards and calls through CXOne system.
- Create and distribute Weekly QA reports to management.
- Weekly Team Lead, Customer Care and Sales Reports and monthly dispute reports.
- Care and Sales Representative Roster – Add, remove or move employees to correct dept.
- Attendance/Punctuality – At work and on time daily.
Monthly Customer Care/Sales Newsletter Rotation
Complete your turn in the rotation and make the following updates:
- Change the month and add a positive or inspiring quote. Make professional and fun!
- QA feedback and important reminders
- Process and Procedure Resources
- Monthly and Quarterly Super Star
- Email on the 1st of each month to “DL-Customer Care Department” for customer care and “DL-Sales Department” for sales; update the Asana task.
Incentive Program Process and Tracker Rotation
Track and monitor all representatives with scores of 100 weekly, monthly, and quarterly.
QA Kudos Program Rotation
Responsible to send out kudos in real time so the representative gets full acknowledgement from the QA department. Please make sure you follow our “QA Kudos Process.”
Asana
Actively use Asana by taking ownership of any current or upcoming team tasks, individual tasks, and TM team tasks. All the corresponding information should be filled out with the correct information for example:
- Assignee
- Due Date
- Projects
- Description
- Collaborators – every team member should be added as a collaborator unless advised otherwise.
Deduction Comments/Summary
It is important that we provide a clear, concise, friendly, and consistent comment deductions detail. Following this process will ensure that the communication remains focused, accurate, and free from any misunderstandings. We also want to stay away from any subjective comments that may be taken personally or negatively. Our comments/summaries should be written clearly enough to have a full understanding on why these deductions where made. Maintain consistency.
Coaching Emails
Everyone will be responsible for sending their own coaching’s they come across during their weekly monitoring. Use your best judgement to determine when Team Lead/Management should be notified. It is your responsibility to complete a full call review analysis, trend review and find the supporting documentation and confirm your findings before communicating these urgent matters to the Team Leads/Managers. Please make sure the following items are included.
- Representatives Name
- Account Number
- Attached the call.
- Date of Call
- Score- if this call was used for weekly QA report.
- # of Coaching
- Coaching Topic
- Reason for coaching
- Any dollar amounts over $100.00.
- Any supporting documentation such as emails, chats, M&Ps. Etc.
- Attachments
Handle disputes
The dispute should be approved by the Team Lead, challenged through the QA form by representative. Follow the “QA Dispute Process” when adding Asana task and include the following:
- Representative Name
- Account Number
- Week Ending
- Date of Dispute
- Escalate concerns as appropriate per set procedures immediately.
- Conduct weekly calibration sessions with representative and management.
Team Check-In Meetings
You are expected to arrive on time, be prepared with any items you would like to discuss; ask questions if you are not clear or understand a new process, new updates or any other recent changes.
- Must Keep Up to date on all QA Department Processes and Procedures.
- Participate in Integrated Continuous Improvement
- Other duties as assigned.
Virtual/Teams Chat Communication
Communicate clearly and concise when communicating via chat, (it is important we remain engaged in the QA Team chat). Provide feedback, suggestions, your own point of view and ask questions. Do not use emojis or the “like” button as a form of acknowledgment when discussing important topics or team concerns.
Qualifications
The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Computer Proficiency: ability to easily toggle between systems, navigate through the Internet and have an understanding
- Intermediate Microsoft Office Programs, including Word,
- Fluent in English, both verbally and written
- Fluent or mid-range Spanish, both verbally and written
- Excellent professional verbal and written communication skills.
- Ability to document effectively and efficiently.
- Must have a thorough understanding of the Customer Care and Sales metrics and systems.
- Six months PLP experience or related external experience
Physical Requirements
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
- Frequently required to use fingers and reach with hands and arms.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
