Quality Assurance Performance Analyst

• Provides training service research, strategic planning and implementation, guidance, and support to the customer service function.
• Conducts independent monthly assessments through call monitoring of individual team member compliance with explicit performance standards for customer contact.
• Identifies, reviews, and analyzes customer service operations, suspected problems regarding customer service processes or specific customer accounts, and quality and compliance assessment data, and works with management to initiate corrective or preventive action, process improvements, and identify immediate and long-term training needs.
• Develops cognitive, affective, and psychomotor learning objectives for courses. Identifies, selects, develops, prepares, revises, and evaluates training resources and materials, including instructor guides, presentations, and trainee materials and assessment tests.
• Designs and implements procedures to evaluate progress and performance of team members.
• Provides coaching regarding procedures and performance standards for core processes.

• A High School Diploma or GED
• A valid driver’s license with an acceptable driving record
• 3 - 5 years of work experience related to the Duties & Responsibilities of this position
• Preferences:Associate's or bachelor's degree, Certified Professional in Learning and Performance