Call Center QA/QC Analyst

Call Center Quality Assurance/Quality Control Analyst

Salary: $59,300.00/Year

Work Location: Oklahoma City, Oklahoma

Key Duties

• Develops, implements and maintains a Quality Agent Program for measuring and documenting customer satisfaction, call performance, agent evaluation and call monitoring.
• Monitors and documents call quality in support of Customer Service Division goals.
• Assists in the development of an on-going call center Quality Assurance/Control Program.
• Coordinates written call center Policies & Procedures manual.
• Assists in the development of performance metrics and service levels.
• Recognizes and assists in error and fraud prevention & detection.
• Interacts with other OTA departments.

Knowledge And Abilities

Knowledge of QA/QC principles; of auditing principles; of call center operations and procedures; and of Automated Call Distribution (ACD) systems. Ability to maintain professional working relationships with others; solve problems; to communicate clearly and concisely; to multi-task and prioritize work assignments; to define problem areas, collect and evaluate data, and make appropriate recommendations.

Minimum Qualifications

A Bachelor’s degree in business, finance, accounting, or a related field and two years of experience with a Quality Agent Program to include agent monitoring, scoring and evaluation of call elements such as call control; OR an equivalent combination of education and experience, substituting one year of qualifying experience for each year of the required education.

NOTES

Please read instructions carefully and include all required documents when you submit your application.

No additional information will be accepted after the application has been submitted.