Quality Assurance Agent (QA) is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential students. The QA will monitor inbound and outbound call and email responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer experience.

Essential Duties and Responsibilities:

• Participates in design of call monitoring formats and quality standards
• Performs call monitoring and provides trend data to site management team.
• Uses quality monitoring data- management system to compile and track performance at team and individual level.
• Performs monitors of Call Center email responses
• Participates in customer and agent listening programs to identify prospective student needs and expectations
• Provides actionable data to various internal support groups as needed
• Coordinates and facilitates monthly call grading sessions for call center staff.
• Provides feedback to call center team leaders and managers
• Prepares and analyzes internal and external quality reports for management staff review
• Perform other duties as assigned.