The Quality Assurance Analyst primary responsibility is to ensure a high quality level of service by identifying and addressing problem areas through monitoring recorded calls, chat sessions and email responses, evaluating and providing feedback, coaching, and ongoing training for a team of 35-40 Customer/Technical Service Agents. Also assists in identifying areas of improvement in overall operations and implementing new Standard Operating Procedures (SOP). The Quality Assurance Analyst will play a large role in the development and growth of our QA Department and provide assistance to all customer service agents in regards to quality on a daily basis.
ESSENTIAL DUTIES AND RESPONSIBILITIES
INTERACTION WITH OTHERS
The employee must be able to follow company policies; receive directions from others; work effectively with co-workers in a constructive and positive manner; listen to and objectively consider ideas and suggestions for improvement; keep others informed of work progress, deadlines, or other pertinent issues; address problems constructively to find acceptable solutions; keep commitments; and always respect the diversity of the company’s workforce in actions, words and deeds.
To perform this job successfully, the employee 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.
Three to five years related experience in Quality Assurance and/or training a must.
Associate degree preferred.
Other Skills and Abilities:
Why consider opportunities with us?
Monoprice Inc. has been recognized by Inc. 500 as a fast-growing entrepreneurial business 3 years in a row! We care about our employees, have a supportive environment that values trust and respect, offer a competitive wage and benefits package.
Our benefits include:
Flexible Spending Account (Medical and Dependent)
Long Term Disability
Employee Assistance Program
Monoprice Inc. currently has career opportunities in several departments and… we are always looking for smart, forward-thinking problem solvers to join our world-class team. Our ideal candidates will be self-motivated, team players, who have the desire to succeed and make a difference.
Monoprice Inc. is an equal opportunity employer committed to workplace diversity. Come join our team. You're going to like it here! For more information about Monoprice, please view our company website at www.monoprice.com. Also visit us on Facebook www.facebook.com/monopricecom and Twitter www.twitter.com/monoprice