Quality Assurance Analyst (REMOTE)

Quality Assurance Analyst Needed!

LHH has a client in Carmel, IN who needs a REMOTE Quality Assurance Analyst on a contract opportunity!

This is a great chance to get in with a reputable company to advance your career!

Job Description:

Our client makes wholesale easy so our customers can be more successful.

Our end-to-end platform serves the remarketing needs of the world’s largest OEMs, dealers, fleet operators, rental companies, and financial institutions.

We are about Solutions, Passion, and Service that Matters. We interact with our customers through many channels, including email, phone/text, and chat and we are looking for team members who get revved up making connections with our customers to ensure inquiries are processed promptly, properly, and professionally.

Our Quality Assurance Analyst monitors and evaluates inbound and outbound customer interaction quality and is always looking for ways to improve the customer experience.

They will assess customer interactions in a variety of channels to ensure excellent customer service performance and conformity to company policies and procedures.

They will assist in developing, creating, and implementing quality processes and procedures; as well as making recommendations for enhancements to training materials to achieve first contact resolution and enhance the overall customer experience.

What you’ll be doing:

• Create and deploy quality assessment procedures and policies geared towards driving an enhanced customer experience
• Ensure Contact Center teams meet KPIs and Service Level standards through coaching/training sessions and by frequently vetting calls
• Continuously looking for ways to improve customer touchpoints and internal tools to ensure the systems are being utilized as designed
• Identify and analyze emerging trends/gaps in customer interaction data and proactively develop solutions
• Provide specific feedback and reporting to business leaders regarding customer experience, coaching opportunities, and system degradation impeding the client’s ability to transact efficiently
• Implement best practices, performance improvement audits and calibrations
• Understands the evolving technology platforms, tools and internal products and procedures
• Actively participates in team discussions and activities
• Congenial and respectful with other team members, welcoming interaction to obtain results and consensus, when needed
• Supports other projects and tasks as assigned
  
  

What we are looking for:

• High school diploma or equivalent; Associates degree preferred
• Bachelor’s degree a plus
• 2 – 3 years customer service / contact center experience
  
  

Basic level of Competencies/Skills:

• Able to successfully manage tasks and inquiries
• Ability to learn and retain knowledge of State/Local/Federal/ Contract Requirements for Role
• SLACK
  
  

Functional level of Competencies/Skills:

• Able to be cross trained on other responsibilities
• Accountability/ownership of tasks
• Approachable and collaborative
• Able to retain business terminology
• Computer and Technical Skills (tools/sites) including Typing Skills
• Customer Service including Phone Etiquette, Empathy and Active Listening
• Eagerness to Learn and an active participant
• Five9 skills (or other Contact Center telephony provider)
• Flexibility/Willingness to Change: Takes Direction and feedback positively
• Goal and Process Driven
• Google Suite
• Multi-Tasking/Prioritization Skills/Organizational Skills
• Presentation Skills
• Problem Solving Skills: Conflict Resolution and Critical Thinking
• Professionalism
• Quality and Results Driven
• Reading and Comprehension
• Reporting Skills
• Security Awareness/Adherence to Policies & Procedures
• Training individuals or a group
• Verbal/Interpersonal Skills
• Willingness to Ask Questions and Communicates clearly, correctly, early and often
  
  

Advanced level of Competencies/Skills:

• Attention to Detail/Recollection/Notes
• Language Skills: Fluent in English language (written and oral)
• Self-Directed: Owns problems and resolves them. Can think outside the box
• Time Management and focus in times of high volume
  
  

Title: Quality Assurance Analyst

Location: Carmel, IN (Fully REMOTE)

Pay: $23/hour

Type: Contract

Industry: Automotive

If you have an interest in the REMOTE Quality Assurance Analyst, please apply now!

Pay Details: $23.00 per hour

Search managed by: Ryan Paul

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.lhh.com/us/en/candidate-privacy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance