Kforce Quality Assurance Analyst in Monterey Park, California

Kforce has a client that is seeking a QA Analyst in Monterey Park, California (CA).Overview: Reporting to the Quality Assurance Manager, the Quality Assurance (QA) Analyst is responsible for independently and objectively reviewing and scoring interactions (telephone and e-mail) between employees and customers. The Analyst will review digitally recorded calls, e-mail correspondence, chat, etc. and provide evaluation reports summarizing employee performance and the overall customer experience. QA Analysts are also responsible for reporting trends (i.e., errors, system issues, and training opportunities) to Management when identified. This position does not manage employees directly. Major Responsibilities: Quality Assurance Call Monitoring 70%:

  • Independently complete the required number of call observations each day/month to rate the quality of telephone, e-mail correspondence, chat, etc.

  • Maintain detailed work logs to track personal performance and accomplishments

  • Support Management's mission to coach, develop, motivate, and reward employees by through detailed feedback presented in a formal evaluation document

  • Effortlessly follow the QA Guidelines scoring scale while maintaining a diplomatic approach to an employee's performance during an interaction

Leadership & Teamwork 20%:

  • Ensure service levels and quality control standards are met by recommending corrective action and training opportunities when necessary

  • Maintain the highest level of confidentiality regarding employee performance

  • Engage coworkers in topical discussions to determine proper courses of action regarding questionable situations during customer interactions

  • When called upon, must be able to facilitate and/or participate in calibration sessions and monthly team meetings

  • Looking for a professional call, email and process monitoring specialist

  • Must have excellent written, verbal and customer service skills

  • Banking experience preferred

  • Clearly understand the company's vision, values, and goals and can discuss them

  • Communicate performance goals and standards through excellent written communication skills

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.Compensation Type:HoursMinimum Compensation:22.00Maximum Compensation:23.00