Quality Control Analyst

Summary / Position Purpose:

The Quality Control Analyst ensures that all processes within a department meet a consistent standard of performance (SOP). The QCA defines and implements one unified SOP to ensure the company's/departments service levels are met, and inspects at various stages in the customer experience and writes reports on their findings to take action where needed. The QCA is thorough and observant with an eye for detail.

Essential Duties, Functions and/or Responsibilities:

• Review recorded calls and customer emails to ensure agents meet quality, compliance, and customer service standards.
• Monitor and evaluate agent performance across all communication channels, providing reports on key metrics.
• Analyze survey feedback, email interactions, and customer complaints to identify service trends and improvement opportunities.
• Provide actionable insights based on customer feedback to enhance service quality across calls and emails.
• Conduct calibration sessions with supervisors and managers to ensure consistency in scoring and feedback for all channels.
• Recommend process changes, script updates, and workflow enhancements to optimize customer interactions.
• Identify performance-related issues and escalate concerns to team leads or supervisors.
• Stay up to date on internal work processes, policies, and procedures to ensure accurate evaluations.
• Indirectly responsible for product quality.
• Additional tasks and duties as assigned.

Education and/or Work Experience Requirements:

• High school diploma or equivalent, associates/bachelor degree in related field preferred, but not required.
• Previous experience in quality control, customer service, project administrator or a related field is required.
• Strong ability to analyze data, identify trends, and make data-driven recommendations.
• Problem solving skills with the ability to identify issues, analyze root causes, and implement solutions to improve service quality and operational efficiency.
• Effective communication skills, both verbal and written with the ability to interact with team members constructive feedback to customer service representatives.
• Experience required in a contact/call center environment, with customer service experience in a lead or supervisory role with a focus on coaching teams to support department goals.
• Ability to create and maintain reports utilizing MS Office tools. (Excel, Word, PPT)
• Experience with customer relationship management (CRM) software a plus.
• Excellent organizational skills required.

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.

TestEquity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.