Quality Analyst
iQor - Fort Lauderdale, FL

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We are currently seeking a QA Analyst for our FT. Lauderdale Center of Excellence.

Responsibilities:
  • Improves customer satisfaction and call quality by monitoring agents and providing feedback via one-on-one and group coaching sessions
  • Increases effectiveness of call monitoring by calibrating with the client and management team
  • Utilizes reporting to manage improvements in individual and team performance
  • Manages change through effective communication support of change
  • Accepts change by demonstrating a positive attitude when change occurs
  • Supports the call center by participating in cross-functional meetings to give input on improvement opportunities
  • Supports and communicates business goals, quality standards, processes and procedures and policies
  • Administers motivational programs that include incentives, contests and team performance programs
  • Conduct Quaility Presentation in a group/one on one sesion
Requirements:
  • Proficiency in Microsoft Office, call center applications, workforce applications, quality monitoring tools and applications, center reporting tools and technologies
  • 1+ years previous supervisory experience required (call center preferred)
  • Demonstrated ability to lead, coach and develop effective teams
  • Results oriented with ability to mange change while creating a positive environment
  • Project management experience a plus
  • Outsourcing experience a plus
  • Flexibility to work long and irregular hours
Special Notes/Comments: Please use the "Apply Now" button located at the top of the page to apply for this position.

Internal applicants, please email your resumt to talent.careers@iqor.com with "INTERNAL: QA/FTL" in subject line.

iQor is an AA/EEO employer. M/F/D/V

iQor - 12 months ago - save job - copy to clipboard
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