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AI Summary
Monitor and evaluate agent calls and chats to ensure quality standards and policy adherence. Analyze guest feedback and diagnose performance gaps to create training content and improve customer satisfaction.
Title: QA Analyst, National Sales
Exempt Status: Non-Exempt
Management Level: Individual Contributor
Reports To: National Sales Support Supervisor
Job Summary: As a Quality Assurance Analyst, you will have all the support, training, and tools you need to help our front-line National Sales Agents improve their professional phone/chat skills, execute our vision, and exceed our guest's expectations! This role is responsible for monitoring incoming/outgoing calls/chats to ensure that quality expectations are met, measuring Agents' performance and adherence to policies/procedures, and interpreting/analyzing guest feedback to improve satisfaction results. The Quality Assurance Analyst also assists in diagnosing the root cause of gaps in performance, and in training content creation and facilitation. We are currently seeking a highly motivated, enthusiastic, and detail-oriented Quality Assurance Analyst & Trainer to join our team. Candidates should be eager to advance with a growing and stable department, as well as contribute to our ongoing success!
Must have a passion for Training!
Essential Responsibilities
- Utilize call and chat monitoring software to screen a pre-determined number of recorded Agent calls and chats. Monitor incoming/outgoing calls/chats in an objective manner to ensure quality expectations are met, and measure Agents’ performance and adherence to policies/procedures.
- Provide feedback on Agents’ performance to management for use in creating performance improvement goals and training programs.
- Assist in identifying best practices for evaluating performance to help recognize problems, increase effectiveness and implement business objectives.
- Assist in the ongoing development and redesign of quality assurance attributes based on observations and trends.
- Partner with management for additional Agent monitoring as requested.
- Assist in diagnosing the root cause of gaps in performance, process compliance, quality, and professionalism. Work with the Call Center team and external departments’ staff to define and implement changes.
- Interpret and analyze guest feedback to improve guest satisfaction results.
- Assist in building sales training content based on QA observations and diagnosed sales opportunities.
- Assist in facilitating new hire onboarding and remote sales training.
- Keep abreast of industry trends to ensure that company programs remain relevant.
- Take inbound calls/chats when volume dictates.
- Participate in special projects and perform other duties as assigned.
Education
- High School diploma or equivalent
Professional Experience
- 2+ Years Call center experience in a high-volume, ACD environment.
Skills List
- Excellent oral/written communication and organizational skills.
- Strong active listening, analytical, problem-solving, leadership and multitasking skills.
- Ability to adapt to new programs/systems.
- Ability to demonstrate a cheerful commitment to satisfying consumers and consistently display a positive/professional attitude to guests and co-workers.
- Ability to be motivated, detail-oriented and results driven.
- Ability to prioritize workloads and work effectively/accurately in a fast-paced, high-pressure environment.
- Ability to exercise reasonable judgment to objectively evaluate and weigh all information and circumstances.
- Ability to resolve conflict and guest complaints to guest satisfaction.
- Ability to demonstrate a sense of urgency when dealing with all issues.
- Ability to seek feedback and constructive criticism for continued development.
- Ability to be a team player and take on additional responsibilities when necessary.
Competencies
Knowledge
- Strong knowledge of company products, processes, and procedures with a proven record of adherence.
- Intermediate level computer skills.
- Bilingual is a plus
Licenses and Certifications
Physical Demands
- Sitting for up to 8+ hours
- Standing occasionally
- Walking occasionally
- Talking frequently
- Hearing frequently
- Usage of hands and fingers
- Reaching with hands and arms
- Some Travel
Scope
Now don’t fall asleep out there… the sooner that we receive your application, the closer you are to the career of your dreams!
DIVERSE CANDIDATES ARE ENCOURAGED TO APPLY
Mattress Firm is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment, and does not discriminate against any applicant or employee for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law. Mattress Firm is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.
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