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Quality Assurance Analyst

Company: The Results Companies
Location: Corpus Christi
Posted on: May 19, 2019

Job Description:

Company Overview

Headquartered in Fort Lauderdale, FL, The Results Companies is a privately held company which is majority owned by One Equity Partners, a Private Equity Firm, and Results' management. Results operates 31 contact centers throughout the United States, Latin America, and the Philippines. For over 26 years we have served as a premier global customer experience provider for many Fortune 500 companies and uniquely designed, built and operated award-winning contact centers that have set the standard for innovative customer-focused contact solutions. Entrusted with over 46,000,000 relationships a year, our success and proven ability to respond to our Partner's growth has enabled us to expand our global footprint. With over 23,000 employees across the globe, The Results Companies' expertise extends beyond call centers. We're experts in representatives, analytical technologies, brand fulfillment and creating strategic advantages for our Partners

Description of Service Lines: Results' current client portfolio consists of 82 Partners across various industries inclusive of the following:


--- Healthcare
--- Insurance
--- Wireless Telecommunications
--- Financial Services
--- Energy
--- Education
--- Subscriber Based Entertainment
--- Tax Services
--- Retail
--- Cable/MSO


Vision Statement


Our vision is to be the premier global Customer Experience Provider for Fortune 500 companies; to become the benchmark for brand advocacy and service excellence and the transparent provider of choice for customers around the world.


Driven by our "expect greater" commitment to our customers and communities, we aspire to exceed expectations through the brilliance and unyielding passion of our people.


The Company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.

Position Overview

The Quality Performance Associate provides expert observations and data on the performance of Results' Associates against client's quality and customer experience requirements.

Duties and Responsibilities

Supplies meaningful, trended behavioral observations to assist operations and training in continually advancing Results service offering
Evaluates, documents and analyzes calls through automated recording system to identify employee performance, call center trends and to determine customer satisfaction levels
Participates actively in calibration sessions
Communicates with Operation Supervisors regarding employee performance
Provides on-call support and exceptional customer service
Acts as an expert in the line of business assigned

Qualifications

Exceptional time management, listening and analytical skills
Strong product knowledge
Good understanding of customer care expectations, quality and verifications guidelines
Proficient with Windows and Microsoft Office products
Proficient and effective English verbal and written communication skills
Ability to work well independently or in a team environment
Strong typing skills
Schedule flexibility
Excellent organizational, interpersonal and time management skills
Ability to work in a fast paced, deadline-oriented environment

Preferred

At least 6 months tenure as Results Associate with good metrics (QA & CSAT scores)
Experience in similar positions
Strong knowledge of customer care processes and techniques
Extensive knowledge of Customer Care Expectations & Quality Guidelines
Strong software skills and QA tools: SharePoint, Formstack, CSI/VLauncher, Zero Variance, Hyper Quality, and TPG

Keywords: The Results Companies, Corpus Christi , Quality Assurance Analyst, Professions , Corpus Christi, Texas

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