Quality Analyst

Location: Remote

Pay Rate:  $19.23/hr.

Job Type: Full-time Temporary

Schedule: 40-hour work week scheduled between Monday-Friday 7am-8pm CST, Saturday 8am-3pm CST & Sunday 10 AM-3 PM Central

Position Overview

Conducts full scope of activities required to deliver new employee orientation and on-going training for call center personnel. On-going training classes include soft skills training (leadership, communication, stress management, etc.), supervisor training, process training and product training. Audience is comprised of employees and supervisors.

Key Responsibilities

• Performs daily quality audits of the call center and/or operations personnel including monitoring of inbound and/or outbound telephone calls and other correspondence.
• Conducts audits of the production activities of assigned group, e.g., proof payment claims, credit returns, debit returns, rejects, etc.
• Provides accurate and timely quality monitoring reports on quality issues, performance measures and/or call center representatives. Provides feedback to managers regarding areas for improvement and recommends educational opportunities for staff. May provide feedback directly to staff as required.
• Monitors audit schedule to ensure compliance to the quality audit plan.
• Recommend policy and procedure changes or quality audit plan updates based on quality monitoring trends.
• Assists in the evaluation of quality audit disputes.
• Assists training specialists with updates to manuals and other job aids and may assist with training as necessary.
• Consults with senior peers and/or management on non-complex projects to learn through experience.
• Other related duties assigned as needed.

Required Qualifications

• High school diploma or equivalent
• Fluent in both English and Spanish (verbal and written communication)
• Previous call center experience required
• Knowledge of quality concepts, terminology, and objectives
• Knowledge of MS Office, e.g., Word, Excel and Access required
• Thorough knowledge of the various call center areas and daily duties of personnel within the groups being audited
• Proficiency in the online tools required for the position being audited
• Excellent verbal and written communication skills
• Excellent customer service, problem solving, organizational, and multi-tasking skills
• Strong analytical skills and the ability to see trends and patterns in data
• Ability to work both independently and in a team environment

Preferred Qualifications

• Previous experience in banking, financial services, or customer support environments.

Firstsource is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace. Firstsource participates in E-Verify and we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s I-9 to confirm work authorization.

It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.