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Contact Center Quality Assurance Analyst

Job Description : Key Responsibilities :

Key Responsibilities :

Evaluate and review the quality of agent contact responses to ensure acceptable service standards are met

Includes the management of weekly / monthly evaluations

Work in compliance with all existing QA Criteria Documents for all channel interactions

Utilize quality assurance data to analyze and identify trends and skill gaps and recommend to management countermeasures to optimize the customer experience

Deliver monthly statistical reporting to share knowledge with the management team and for use in monthly KPI (Key Performance Indicator) meetings

Develop contact calibration approaches that will foster alignment with stakeholder auditors. Schedule and lead recurring calibration sessions across business lines

Responsible for meeting internal audit and calibration deliverables

Must distribute a written summary of learnings and agreed actions

Create, assign and report errors and coaching opportunities that will enable improvement in overall performance

Process and distribute Customer Experience Investigations (CEIs) to management team as needed when customer interaction standards are not met

Work closely with the Training Team to share knowledge of skill deficiency trends and coaching opportunities to drive improvement in training modules

Handle and track ad hoc requests and additional assignments as required

Stay informed on product and procedure enhancements needed to properly evaluate calls by attending training, monitoring wiki posts and updates, and reviewing pertinent email communications for impact to the QA workflow

Educate all new Customer Service personnel on the Quality Assurance Program globally.

Dow Jones , Making Careers Newsworthy

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.

EEO / AA / M / F / Disabled / Vets .

Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and / or interview process.

If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at TalentResourceTeam dowjones.

com . Please put Reasonable Accommodation" in the subject line.

Business Area : PRINT & ENT SVCS - CUSTOMER SERVICE

Job Category : Data / Content Group

OpenJuly 05, 2019

CloseOctober 13, 2019

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