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Customer Service QA Analyst

SUMMARY

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

  • Provide weekly quality reporting for call center, team and individual agents to Director of Technical/Customer Support.
  • Evaluate recorded calls, chat sessions and email responses.
  • Interact with and aid management team in overall staff development and discipline
  • Develop and execute specific metrics and/or KPI's to track Quality Improvements
  • Participate in written and verbal calibration sessions with management team ensuring agent contacts are scored consistently across all teams
  • Analyze trends and identify missing requirements and communicate findings to the Director of Customer Service
  • Monitor FCR (First Contact Resolution) and CSAT (Customer Satisfaction) reporting to ensure customer satisfaction requirements are met
  • Work directly with the Manager and Director of Technical/Customer Support to monitor employee performance related to call center occupancy, quality and customer satisfaction.
  • Work with team to recommend employee development and improvement actions.
  • Assist in updating documentation, customer-facing content and participate in training initiatives
  • Assist in creating awareness within the company and department of a quality-driven culture
  • Assist in special projects and other tasks when required

 

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.

 

QUALIFICATIONS

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.

 

Experience:

Three to five years related experience in Quality Assurance and/or training a must.

Education:

Associate degree preferred.

Other Skills and Abilities:

  • Ability to read, analyze and interpret customer and inter-office email, public and proprietary websites, standard business software and programs and printed/online procedure manuals is required
  • Trend analysis and reporting experience
  • Experience in training development or delivery required.
  • Excellent oral, written and interpersonal communication skills to build effective relationships with all levels of professionals
  • Proficient with Microsoft Office. Intermediate to advanced Outlook, Excel and Word
  • Must be detail oriented with excellent analytical and problem solving skills
  • Commitment to culture requires a demonstration of professionalism, accountability, customer focus and teamwork
  • Ability to multi-task, stay organized, work independently, successfully manage time and prioritize tasks in a fast-paced, matrix environment is an absolute must
  • Must be available and willing to work extended hours as needed to meet business needs
  • Must maintain regular and acceptable attendance at such level as is determined at Monoprice’s sole discretion
  • Knowledge of and/or background in eCommerce operations and customer service processes, practices and techniques
  • Experience in CRM systems.  Parature is a plus

 

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:

Medical
Dental
Vision
Flexible Spending Account (Medical and Dependent)
401k
Life Insurance
Long Term Disability
Employee Assistance Program 
Vacation
Sick Time
Holidays


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

 

 

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