Quality Analyst I
HTC Global Services wants you.
Come build new things with us and advance your career.
At HTC Global you'll collaborate with experts.
You'll join successful teams contributing to our clients' success.
You'll work side by side with our clients and have long-term opportunities to advance your career with the latest emerging technologies.
At HTC Global Services our consultants have access to a comprehensive benefits package.
Benefits can include Paid-Time-Off, Paid Holidays, 401K matching, Life and Accidental Death Insurance, Short & Long Term Disability Insurance, and a variety of other perks.
Do you have history of success working in a inbound Call Center envrionment, a passion for detail and a commitment to world class customer service and want to utilize that experience to take your career to the next level? ? We are hiring today and would love to hear from you! Job Focus:
In this role, the main focus of your job will be to assist our Call Center Service Analyst to continually improve their performance by auditing their calls, compiling trends and providing feedback and coaching.
You will utlize a structured process to ensure quality standards, call time, resolution factors and documentation is continuously monitored and improved.
You will provide daily, weekly and monthly reporting on quality results and provide improvement suggestions.
Prior experience with Call Center Call Performance Auditing is preferred but not required.
Job Description:
This position is responsible for monitoring the client support analysts ensuring high quality customer service to our clients.
Consistency, proficiency and accuracy are expected along with the ability to effectively listen and communicate complex information in a clear and concise manner.
A high degree of professionalism and maturity are required to maintain this position.
Responsibilities:
Oversee all aspects of quality assurance including (call monitoring, live monitoring, web surveys, transcription, and call recording evaluations) Track and identify reoccurring problems and trends regarding service desk analysts Analyze quality and performance trends Accurate documentation of assessment forms Provide daily feedback to the leadership team verbally, in writing on assessment forms and reports and participation in calibration meetings or related meetings to discuss the quality program Utilize call recording system (Avaya) daily Delivers detailed feedback based on assessment reviews Knowledge, Skills and Abilities (KSAs):
Commitment to providing world class customer service Strong organizational skills with the ability to create reports, compile & analyze data Attention to detail to ensure quality processes and standards are documented and followed, keeping accurate and organized records Self-motivated Excellent typing and strong listening skills Ability to multi-task with well-developed organizational skills Account product knowledge and technical skills Ability to work independently or in a team environment Ability to utilize the assessment form to provide quality reviews Exceptional Transcription experience Education and
Experience:
High school diploma or the equivalent work experience Prior experience with inbound Call Center , auditing or similar related job HDI certification, Certified Helpdesk analyst and/or Knowledge of ITIL preferred Experience working in the healthcare industry preferred but not required Recommended Skills Active Listening Attention To Detail Auditing Calibration Call Centers Coordinating Estimated Salary: $20 to $28 per hour based on qualifications.
Come build new things with us and advance your career.
At HTC Global you'll collaborate with experts.
You'll join successful teams contributing to our clients' success.
You'll work side by side with our clients and have long-term opportunities to advance your career with the latest emerging technologies.
At HTC Global Services our consultants have access to a comprehensive benefits package.
Benefits can include Paid-Time-Off, Paid Holidays, 401K matching, Life and Accidental Death Insurance, Short & Long Term Disability Insurance, and a variety of other perks.
Do you have history of success working in a inbound Call Center envrionment, a passion for detail and a commitment to world class customer service and want to utilize that experience to take your career to the next level? ? We are hiring today and would love to hear from you! Job Focus:
In this role, the main focus of your job will be to assist our Call Center Service Analyst to continually improve their performance by auditing their calls, compiling trends and providing feedback and coaching.
You will utlize a structured process to ensure quality standards, call time, resolution factors and documentation is continuously monitored and improved.
You will provide daily, weekly and monthly reporting on quality results and provide improvement suggestions.
Prior experience with Call Center Call Performance Auditing is preferred but not required.
Job Description:
This position is responsible for monitoring the client support analysts ensuring high quality customer service to our clients.
Consistency, proficiency and accuracy are expected along with the ability to effectively listen and communicate complex information in a clear and concise manner.
A high degree of professionalism and maturity are required to maintain this position.
Responsibilities:
Oversee all aspects of quality assurance including (call monitoring, live monitoring, web surveys, transcription, and call recording evaluations) Track and identify reoccurring problems and trends regarding service desk analysts Analyze quality and performance trends Accurate documentation of assessment forms Provide daily feedback to the leadership team verbally, in writing on assessment forms and reports and participation in calibration meetings or related meetings to discuss the quality program Utilize call recording system (Avaya) daily Delivers detailed feedback based on assessment reviews Knowledge, Skills and Abilities (KSAs):
Commitment to providing world class customer service Strong organizational skills with the ability to create reports, compile & analyze data Attention to detail to ensure quality processes and standards are documented and followed, keeping accurate and organized records Self-motivated Excellent typing and strong listening skills Ability to multi-task with well-developed organizational skills Account product knowledge and technical skills Ability to work independently or in a team environment Ability to utilize the assessment form to provide quality reviews Exceptional Transcription experience Education and
Experience:
High school diploma or the equivalent work experience Prior experience with inbound Call Center , auditing or similar related job HDI certification, Certified Helpdesk analyst and/or Knowledge of ITIL preferred Experience working in the healthcare industry preferred but not required Recommended Skills Active Listening Attention To Detail Auditing Calibration Call Centers Coordinating Estimated Salary: $20 to $28 per hour based on qualifications.
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