Our Operations Team is looking for a call center Quality Assurance Analyst to own the QA Program for both Braviant Holdings products (Balance Credit and Chorus Credit). This is a high impact role at an early stage company responsible for guiding our third party call center vendor, Promovere. The right candidate will be a self-starter and effective communicator. You will partner with leadership to drive QA program process improvements, build reporting on QA trends and train Promovere leadership . Must be action oriented, at ease multi-tasking and capable of providing feedback to improve call quality.

The call center Quality Assurance Analyst will report to the Head of Operations and be responsible for QA auditing, scoring, coaching, training, reporting and vetting of new opportunities/strategies, and other ad hoc projects.

Primary Responsibilities:

• Owner of the QA program for both Braviant products (Balance Credit and Chorus Credit)
• Oversee 3rd party call center vendor’s (Promovere) QA processes and reporting
• Perform daily quality reviews of Promovere call center associates and QA team’s assessments to ensure quality standards and processes are upheld
• Provide routine feedback to the Promovere management team to continue to improve customer experience. Fine-tune the existing QA program to ensure a sufficient number of monitors are performed and agents are appropriately coached
• Lead weekly QA calibration meeting with the Promovere team
• Launch a robust error-tracking program to support the current QA program
• Delivers performance feedback as outlined in the company’s policies and procedures
• Provide input and assist with the development of additional training or process improvements
• Participates in meetings or other designated special projects as assigned by the Department Management
• Exemplifies and applies professional and customer focused image for all internal and external customers

Required Skills:

• At least one year in a call center or high-volume work environment
• At least one year of previous coaching and mentoring experience
• Experience monitoring IB/OB calls and providing coaching both directly to agents and managers of agents
• Strong customer service focus and interpersonal skills
• Excellent written and oral communication skills
• Knowledge of MS office products and/or Google Suite with basic Excel/Google Sheets experience
• Flexibility and ability to quickly adapt to change, self-motivator
• Demonstration of good judgement, ability to negotiate, and proven analytical skills
• Training development a plus

Differentiating Factors:

• Bachelor’s degree
• Experience interpreting analytical data

Target Service Level / Performance Expectations:

• Meet or exceed all individual and department goals, with an emphasis on call quality scores and error rates
• Adhere to all company policies, procedures, and practices
• Ability to quickly implement feedback, coaching, and training as provided