Quality Assurance Analyst

WHAT'S THE ROLE

The Quality Assurance Analyst will ensure the highest standards of performance over the phones through consistent monitoring and evaluation of telephone transactions. Impartially evaluate all calls to the highest standards.

WHAT YOU'LL DO

Master to a high degree of proficiency all the processes of a Loyalty Specialist.
Evaluate each call according to agreed performance standards using specified tools and processes.
Ensure all evaluation quotas are met for all agents.
Participate in calibrations sessions to ensure a common view of what good looks like.
Provide feedback to Associate Managers on Loyalty Specialists’, when required, to drive performance improvement.

WHAT YOU'LL NEED

College Degree/Diploma in relevant field of study or equivalent Professional Certification.
Minimum of 3 years’ experience in a customer facing role.
Minimum of 1-year experience in a sales or retention role
Understanding of Flow Key Customer Related Processes
Excellent knowledge of Microsoft Office Suite
Problem Solving and Conflict Resolution
Rational, fair, and balanced thinking
Effective Communication Skills
Coaching with emotional intelligence
Ability to work in a very fast paced and constantly changing environment