Retail Contact Center Team Overview

• The Aspira Retail Contact Center serves various global 24/7/365 inbound and outbound customer care queues in compliance with company policies and contractual obligations.

Position Purpose and Impact

• As a Call Center Quality Assurance Analyst, you will play a vital role in ensuring the delivery of outstanding customer service through the evaluation and analysis of customer interactions. You will be responsible for assessing the performance of call center agents, identifying areas for improvement, and implementing strategies to enhance overall service quality.

Responsibilities

• Monitor and evaluate inbound and outbound calls, emails, and chat interactions to assess adherence to company policies, procedures, and quality standards.

• Conduct thorough audits of call center interactions to identify performance trends, areas of improvement, and opportunities for training and development.

• Provide detailed feedback and coaching to call center agents to improve their performance, communication skills, and adherence to quality metrics.

• Collaborate with call center supervisors and managers to develop and implement quality assurance strategies, initiatives, and best practices.

• Analyze data and generate reports on key performance indicators (KPIs), quality metrics, and customer feedback to track performance trends and identify areas for improvement.

• Participate in calibration sessions with call center teams to ensure consistency and alignment in quality evaluation processes.

• Stay updated on industry trends, best practices, and emerging technologies in call center operations and quality assurance.

• Achieves individual KPIs and supports achievement of department customer services goals and objectives.

• Completes all Company training and coaching as assigned and within a reasonable timeframe.

• Maintains solid knowledge and compliance with Company and Client policies and procedures.

• Supports the Department culture as an extension and representation of Aspira Company culture, fostering teamwork, collaboration, transparent communication, and accountability within all actions.

• Observes a flexible schedule as needed and supports the department and team with other duties as needed or assigned.

Desired Qualifications

• Keen eye for detail to effectively monitor and evaluate call center interactions. Capable of spotting inconsistencies, errors, and areas for improvement in agent performance and customer interactions.

• Strong analytical practice for interpreting data, identifying trends, and making data-driven recommendations for improvement.

• Effectively provides constructive feedback and coaching to call center agents. Feedback is clear and diplomatic, fostering a collaborative and supportive environment for continuous improvement.

• Adaptable and flexible, able to adjust to changes in processes, procedures, and priorities to ensure ongoing quality and efficiency in call center operations.

• Strong problem-solving abilities to troubleshoot issues, develop effective solutions, and implement quality assurance initiatives to address root causes and enhance overall customer satisfaction.

• Performs business with a natural courteous and professional manner which includes a calm and sophisticated disposition, not easily frustrated, stressed, or offended.

• Demonstrates willingness and ability to answer questions and solve problems.

Desired Education and Experience

• Associates degree in business administration, communication, or a related field preferred.

• 3 – 5 years’ call center customer service experience in an inbound and outbound call center with front line service to clients.

• 2 – 4 years’ experience within a Quality Assurance call center position evaluating and supporting call quality standards.

• Demonstrated track record of efficient professional written and oral communication skills including the ability to provide constructive feedback and coaching to call center agents.

Desired Hardware and Software Competency

• Microsoft Suites Basic Level: familiar with suites in an office setting for email, presentations, etc.

• Contact Center Software: familiarity with Amazon Connect, Verint, etc., beneficial

• Salesforce or like customer relationship management software beneficial

General Physical Demands

The below physical demands are representative of those required to successfully perform the essential functions of this job.

• Visual Acuity: Close visual acuity to read and analyze data on a computer monitor.

• Hearing Ability: Must be able to communicate effectively in person, over the phone, and through electronic media.

• Manual Dexterity: Operation of a phone, keyboard, mouse, and general office equipment.

• Repetitive Motion: Regular and consistent use of hands and fingers for typing, writing, and other computer-related tasks.

• Lifting and Carrying: Occasional lifting and carrying of office supplies and materials weighing up to 10 pounds.

• Sedentary Work and Body Position: The majority of work is performed while stationary or sitting at a desk or computer workstation. Prolonged periods of sitting and working on a computer are required. The ability to maintain the required body positions for extended periods, including sitting and using a computer is required. An ability to move within an office setting as well as departing and returning to a workstation punctually for assigned breaks periods is required.