Contact Center Quality Assurance and Workforce Analyst

This is a Full Time Job

Quality Assurance and Workforce Analyst (Contact Center)

Responsibilities

What You’ll Do

The Quality Assurance and Workforce Analyst is responsible for conducting quality assurance evaluations for all contact center interactions (phone, chat, and email). This role also manages workforce operations by forecasting and scheduling staff to meet customer demand. The analyst documents department workflow, analyzes performance metrics, and serves as a subject matter expert for contact center and membership systems.

(This section provides a general summary of the most significant job duties performed. It does not explain in detail every single duty performed.)
• Monitor and evaluate inbound calls, chats, and emails calls for compliance and quality metrics.
• Investigate call compliance matters and quality issues that may require more training, monitoring, and quality improvements for management review.
• Analyze trends, and provide feedback to the organization regarding opportunities, service failures, or member concerns.
• Responsible for staying current on customer service, technology and training procedures & practices.
• Forecasts, schedules, manages and recommends intra-day staffing, taking into consideration short-term and long-term patterns and trends in daily customer demand.
• Monitors and analyzes service, volume, and metrics, (including SLA, Occupancy, Adherence, Forecast Accuracy, etc.) for multi-site Contact Center operations, and fulfills moderate to highly complex information requests.
• Serves as subject matter expert for Contact Center systems and tools, as well as acting as a liaison between the IT Department and applicable vendor(s) for Contact Center systems and software systems support, maintenance, and enhancements.
• Perform other duties as assigned or as the situation dictates.

Qualifications

What You’ll Need

We want to make sure you’re successful. To be considered, you must have:

(The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of this job with or without reasonable accommodation, using some other combination of skills and abilities.)
• Expert interpersonal skills: high degree of patience and tact, and must be able to cultivate relationships with people from diverse backgrounds, both internally and externally.
• Proficient in PC applications and Internet-based systems.
• Strong communication skills in English, both oral and written; consultative skills to gain the respect and trust from staff and leadership alike in building impactful solutions.
• Able to use sound judgment, discretion, and maintain confidentiality on compensation matters.
• Able to organize, prioritize and coordinate multiple assignments and projects; able to thrive in a highly dynamic work environment; able to develop creative solutions.

COMPETENCIES:

Member Service

Communication

Dependability/Accountability

Leadership

Job Knowledge

Adaptability

Teamwork

Employee Development

MINIMUM QUALIFICATIONS

Education and/or Experience:
• High school diploma or relevant qualification required.
• 2 years of experience working in a contact center environment
• Experience forecasting and workforce planning
• Experience monitoring contacts and providing feedback and/or training
• Must have a passion for customer service and enjoy interacting with people.

PREFERRED BACKGROUND:
• Bachelor’s Degree preferred, but not required.
• Prior experience leading staff in a union environment is preferred.
• Fluency in Spanish, both in verbal and written form, is a plus
• Must be proficient in G-Suite and Microsoft Office; familiarity with SAG-AFTRA Oracle systems is a plus.
• Entertainment industry experience preferred, but not required.