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PDS Tech Inc Quality Assurance Analyst in Atlanta, Georgia

PDS Tech is seeking candidates for a Quality Assurance Analyst, in Atlanta, GA.

Primary Responsibilities:

  • The Quality Assurance Analyst is responsible for supporting continuous quality improvements and ensuring a consistent, high-quality experience for our customers.

  • The position reports to the clients Quality Assurance Supervisor and provides support for Sales, Service and Support teams.

POSITION ACTIVITIES AND TASKS

  • Evaluate agent performance daily by monitoring and documenting interactions (inbound, outbound)

  • Provide feedback to agents on all evaluations to produce successful results.

  • Communicate with supervisors and provide feedback needed to properly document agent performance.

  • Assist with trend reporting to identify best practices and development areas.

  • Attend and participate in agent team meetings as required.

  • Attend and participate in calibration sessions for all departments.

  • Establish an on-going process to maintain an even and consistent delivery of evaluations and feedback utilizing the tools and reports available.

  • Validate teams' alignment to ensure completion of weekly and monthly productivity goals.

EXPERIENCE PREFERRED

  • Two years’ experience in quality position in a large call center environment utilizing quality recording software

  • Bi-lingual (English & Spanish) or (English & French)

  • TECHNICAL KNOWLEDGE AND SKILLS

  • Strong understanding of call-center quality applications

  • General understanding of other call-center technologies

  • Proficient MS Office skills (Outlook, PowerPoint) The Quality Assurance Analyst utilizes established methodologies to record, monitor and evaluate agent-customer interactions across the sales, service, and support functions of the Customer Care Centers.

  • They use the results of real customer interactions to provide feedback and coaching documentation to assist supervisors with the targeted development of their individual team members.

EDUCATION LEVEL REQUIRED

  • High School Diploma

EDUCATION LEVEL PREFERRED

  • Bachelor's degree preferred, Business/Quality/Process Improvement COMPETENCIES

  • Attention to detail

  • Listening

  • Computer/technical skills

  • Ability to effectively provide constructive feedback

  • Planning/organizing and documenting

  • Flexibility in a dynamic work environment

  • Passionate about customer service

  • Personal reliability

  • Willingness to acquire knowledge on new technologies/process to solve quality problems.

  • Able to work independently, self-directed and solutions oriented.

  • Effective verbal and written communication skills and excellent interpersonal skills.

PREFERRED

  • Bi-lingual (English & Spanish

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

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