Call Center Senior Quality Assurance Analyst

Are you customer obsessed, organized, analytical and enjoy spotting trends?  Do you want to join a team that measures the quality, accuracy and consistency of our service delivery?  Your passion for helping teams grow and coach for results will have a direct impact on our agent performance.  We are looking for a Senior Quality Assurance Analyst that will be part of driving service excellence and creating best in class contact centers.

WHAT YOU’LL DO

  • Partner with QA leadership and internal customers to ensure production goals are achieved and accurate including but not limited to call monitoring, VOQA, Audit the Auditor and Third party monitoring in both voice and digital channels 
  • Oversee the creation, implementation and integrity of QA Tips and Tricks communications by leveraging QA data to drive the CX
  • Be responsible for the onboarding of new team members within the QA Department
  • Collaborate with QA Analysts to create a CLFB for Seismic and Training, own the programs and provide feedback to leaders across the business
  • Drive submission for the QA Call Library and lead the program both at SimpliSafe and the vendors to ensure a steady stream of current examples of brand behavior as defined in the QA program - implement and manage a QA Call of the Week program
  • Lead calibration sessions when delegated by QA leaders
  • Represent the QA Department in new hire and up-skill training sessions including conducting mock calls and leading call listening sessions
  • Manage the Nesting program within QA to ensure production goals and achieved and accurate plus relevant feedback is included in CLFB programs 
  • Operationalize with the QA Analysts the roll out of new products, features and processes by ensuring monitoring  production and accuracy goals of targeted calls and identifying trends beyond QA and VOQA data

WHAT YOU’LL NEED

  • At least 12 months of QA Analyst experience at SimpliSafe or similar tech company 
  • Be a quick and versatile learner with the ability to pick up on technical things quickly
  • Possess solid organization skills and ability to follow established processes while orchestrating multiple activities at once
  • Dedication to meeting the expectations of both internal and external customers
  • An analytical mindset that can see hidden problems and looks beyond the obvious when problem solving
  • Ability to write clearly and succinctly in a variety of communication settings and styles
  • A coaching mindset that provides information people need to know to do their jobs and feel good about being a member of SimpliSafe
  • Can create a climate in which people want to do their best and make each individual feel their work is important
  • Ability to hammer out tough agreements and settle disputes equitably 
  • Working knowledge of MS Office/G Suite tools

Based in VA, must be eligible for certification as an electronic security employee, which requires submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for use in conducting a national criminal records search and a Virginia criminal history search and final certification approval from DCJS.

 

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.  Likewise, we are committed to full support of qualified individuals in hiring and employment. In keeping with this commitment, we will work with qualified individuals with disabilities to assess whether a reasonable accommodation may be provided to perform the essential functions of their role, absent undue hardship. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact people.operations@simplisafe.com.

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