SUMMARY

 The Quality Analyst is part of the support team and will be focused mainly on ensuring that the account meets the quality monitoring goal set by the client.

JOB DESCRIPTION

• Responsible for calibrating and supporting quality standards between clients and Client Logic.

• Participates in joint call (contact) monitoring with client, client services team and call center team.

• Ensure that client quality and corporate customer satisfaction goals are met or addressed in a timely manner.

• Analyze customer satisfaction and dissatisfaction data; recommend solutions to address root cause.

• Monitor quality and accuracy attributes; recommend solutions to address root cause.

• Assist in customization of ClientLogic quality review guidelines per client specification and creation of plans to achieve quality/customer satisfaction goals.

• Provide recommendations on improving the quality process to achieve goals and objectives.

• Develop a strong partnership with Client quality contacts to ensure quality goals and objectives are calibrated.

• Coordinate efforts with Educational Services to ensure that appropriate training and development is in place to address client quality initiatives.

• Monitor COPC requirements for the site.

CANDIDATE PROFILE

• Bachelor's Degree in related field from a four-year college or university with less than one year of relevant experience preferred

• Excellent communication skills - verbal and written

• Proficient in Microsoft Office

• Ability to multi-task and meet timelines on deliverables

• Detail-oriented

• Applicants must be willing to work on site

• Applicants must have at least minimum of 1 year experience as Quality Analyst

Please refer to job description.