Job Description
Job Responsibilities:
• Performance Assessment Functions – monitor performance of new trainees and assigned production employees to assess quality of calls, service being provided, and ability to meet or exceed client goals and objectives; provide immediate constructive counseling and coaching: observe where production staff are experiencing difficulty and take additional instructional steps to clarify information; escalate to Supervisor any situation outside the employee’s control that could adversely impact the quality of service provided to the clients; based on evaluations of production employees, assess the effectiveness of training and determine the need for any additional, refresher, or supplement training for the group or identified individuals; communicate to management when there is a pattern of quality issues on a consistent basis; continually assist with questions concerning call procedures, product information, and order processing policies.
• Coaching – coach and provide feedback to production employees utilizing established training plans, appropriate combinations of formal, one-on-one, and on-the-job training as appropriate; may assist with additional training for existing staff based on new enhancements, services, etc.; prepare for coaching by reading and maintaining a high level of production knowledge; provide input on the preparation of written training materials and updating of training materials, reference handbooks, and departmental forms for both new and existing programs and program enhancements.
• Report Generation – prepare, and update reports in a timely and accurate manner; may prepare customized reports on a variety of performance assessment issues (i.e. quality issues, evaluation of production employees, need for additional training, workflow, assessment of methods and procedures, etc.)
• Perform other duties assigned
Knowledge, Skills and Abilities
The Quality Assurance Analyst will be expected to master the following to successfully perform the job:
• Knowledge on Basic fundamentals of effective training
• Customer service principles and practices
• English usage, spelling, grammar and punctuation
• Motivational training techniques
• Principles and practices of telemarketing
• Departmental operating procedures and policies
Skills and Abilities:
• Excellent verbal and written communication skills
• Handle multiple concurrent tasks
• Analyze problems, identify alternative solutions
• Work independently in the absence of immediate supervision
• Evaluate training effectiveness
Qualification:
• College diploma required. Minimum of 1-year quality assurance or telemarketing experience required.
• Candidate must possess at least a Bachelor's/College Degree, any field.
