Quality Analyst | Luxury Retail (Pooling)

Overview

The Quality Analyst is responsible for providing one-on-one feedback to advisors. This position is also responsible for interfacing with peers and team managers on best practice and advisor evaluations. Participates in Client and Management meetings and conference calls.

Responsibilities

Evaluating a random sampling of technical support calls, as well as other customer contact methods. Compliance to prescribed client project standards include but are not limited to: adherence to standards, accuracy, customer experience and contact handling efficiency. The Quality Coach is responsible for providing one-on-one feedback to advisors. This position is also responsible for interfacing with peers and team managers on best practice and advisor evaluations. Participates in Client and Management meetings and conference calls.

Qualifications

• High School Diploma or GED• Preference of dual skill in both mobile tech and tech.• Exceptional performance history in the area of Quality Performance• Coaching experience preferred• Previous quality assessment experience preferred• Knowledge of adult learning techniques, preferred • Understanding of Inbound/Outbound operations desired• Familiarity with fundamental feedback and coaching skills is desired• Prior knowledge of Program Strategy is strongly desired• Written warnings within the last 6 months may be reviewed on a case by case basis.• Drug Screening and Background check required.