QA Analyst

Description

Summary:

• This person will be overviewing different call centers to identify gaps/trends/needs to report to the Client/End User.
• Primary responsibility to monitor contact center calls to: score for customer experience, compliance, and procedural adherence using customized scorecard; identify trends and training opportunities; provide feedback to agents and management to enhance agent performance.
• Other responsibilities may include procedure documentation, training, and creating reports.

Primary Position Objectives:

• MONITORS day-to-day client program activities handled at one of our customer care call centers working with partners who own/run the centers to ensure an integrated, timely and defect free service delivery experience.
• COORDINATES completion of customer care project plan tasks with VP Customer Care to ensure all tasks and the overall project is completed on time.
• MAINTAINS team roster of personnel deployed at customer care sites, ensures contracted actions are taking place including yet not limited to background, credit and crime checks and updates receipt of weekly updated team rosters. Ensures training and certification records are current for each team member.
• ENSURES customer care team members have needed informational resources to perform as intended. Facilitate delivery of requisite resources via hardcopy, team alerts, manuals, forms or posted to My AIM Training.
• UNDERSTANDS our client relationships and working with partner/vendor relationships to delivery customer care. Brings a sense of urgency to the work at hand and provides detailed follow-through on all desired actions.

Major Functions:

• Principally performing as a team leader with indirect responsibility of 3 distinct teams; two integrated partners and their designated contacts, and our own functional team project manager within the Customer Care team whereby there are client debt cancellation programs requiring deliverables to continual serve end customers who either have a debt cancellation program or are considering one.
• Work is based on new client implementations, upcoming sales campaign preparation, enhancements and/or changes to existing programs and process improvements that result in change management. Specifically:

I. Call center implementations
A. Manage the implementation of the call center partner
i. Develop tasks and coordinate project plan development/execution with call center partner
ii. Coordinate internally required resources for implementation.
iii. Work with partner to understand nuances of each program (strategy, people, processes, technology, service level agreements, hours, languages, etc.)
iv. Deliver performance requirements to the partner, monitor and report/discuss with partner team members
v. Test output of the partner.
vi. Sign off for live call production.
II. Project planning
B. Develop tasks and project plans for all programs.
i. Determine for each program, the necessary tasks for AIM Customer Care delivery and identify opportunities for continual improvement over time.
ii. Provide updates throughout project of milestones and issues.
iii. Provide test plans for Customer Care as necessary.
III. Manage My AIM Training - our web-based learning system
C. Develop and maintain the web based training site for Training modules.
i. Create modules based on need.
ii. Submit for programming
iii. Review and provide feedback for modules.
iv. Test
v. Train
IV. Customer Care IVR and live rep Scripting
D. Create and maintain Script Warehouse
i. Create/adjust scripts based on client approved text
ii. Review scripts on a regular basis and provide feedback for future adjustments.
iii. Provide scripts to call center partner(s) for programming, testing and loading to their call center system.
iv. Review and sign off to move into for production.
v. Maintain script warehouse for most recent version.

Skills/Qualifications:

• Must be Bilingual (Spanish).
• Must have call center experience.
• Manager is looking for someone with experience in a QA or Supervisory role within a Call center environment.
• Quality monitoring experience and excellent communication skills required
• Excel, and call center experience preferred.