HIGHPOINT is Hiring a Lead Quality Assurance Analyst Near Tysons Corner, VA
- Manage and Monitor QA scores and CSAT survey thresholds for CSR’s.
- Knowledge of ensuring Customer Services Representatives (CSR) are providing a level of excellent customer
- service.
- Knowledge of operating quality assurance and quality monitoring programs.
- Knowledge of assisting and developing training modules, staff improvement programs, and implementing customer satisfaction programs
- Knowledge of monitoring inbound and outbound communications to observe customer satisfaction.
- Knowledge of documenting contact observations programs in order to provide feedback and coaching to the CSRs.
- Provide exemplary leadership to project team members, stakeholders, and sponsors by creating a productive and engaged team culture, identifying process improvement opportunities, and being accountable to leadership and the client.
- Manage and communicate a clear vision of the project objectives to all stakeholders.
- Ability to demonstrate understanding of customer care and contact center processes.
- Ability to build relationships and collaborate effectively with Contractor and Federal staff.
- Ability to adapt to changing environments.
- Strong organizational and time management skills.
- Ability to lead and manage projects, analyze problems, and make oral presentations.
- Excellent written and verbal communication skills and demonstrated ability to communicate effectively with all levels of the organization.
- Bachelor’s Degree and specialized experience providing quality assurance analysis for a multi-tier/level Contact Center required.
- Minimum of Eight (8) years of experience monitoring communications to internal and external customers
- HDI certification required
Job Summary
Full Time
Business Services
$65k-87k (estimate)
05/08/2024
07/07/2024
highpoint.com
WAYNE, NJ
200 - 500
1996
Private
$5M - $10M
Business Services
Related Companies
About HIGHPOINT
HighPoint is a digital transformation company that offers cloud collaboration, virtualization and managed services for businesses.
The job skills required for Lead Quality Assurance Analyst include Analysis, Quality Assurance, Leadership, Customer Service, Process Improvement, Coaching, etc. Having related job skills and expertise will give you an advantage when applying to be a Lead Quality Assurance Analyst. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Lead Quality Assurance Analyst. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Lead Quality Assurance Analyst positions, which can be used as a reference in future career path planning. As a Lead Quality Assurance Analyst, it can be promoted into senior positions as a Total Quality Administrator that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Lead Quality Assurance Analyst. You can explore the career advancement for a Lead Quality Assurance Analyst below and select your interested title to get hiring information.
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