Contact Center Quality Analyst jobs in Medford, OR

Looking for an exciting career opportunity in Medford, Oregon? Check out this hybrid entry-level position! It's a fantastic chance to kickstart your career and gain valuable experience in a dynamic work environment.

• Quality Analyst audits (and is held accountable for) key metrics of the brand and Service Center including: close ratio, RPO, IPO, quality assurance scores, average order size, Quality Compliance, CSAT scores, etc.
• Audit a representative sampling of Sales and Service Specialists workload for monitoring/coaching. This sampling may include phone calls, emails, data entry, chat sessions, and other relevant samplings. Scores (calibrates) and reviews and provides agent coaching
• Audit specialty workloads as needed, ensuring clear and effective communication with all internal and external contacts
• Responsible for teaching skills needed to achieve Brand goals and ensuring compliance and effectiveness of those skills
• Maintains and identifies agent performance data, trending opportunities day over day and week over week, and provides feedback to team managers and the Quality Assurance team
• Analyzes data and identifies performance gaps (in the Brand’s process/procedure) and provides feedback to Service Center Leadership
• Informs of the agent’s receptiveness to receiving feedback to their team supervisors
• Alerts Site Leadership, IT Representative or H&D Representatives when an environmental deficiency exists (i.e. extra noises, headset quality, etc.)
• Recommends ideas and procedural changes to promote teamwork and positively impact performance metrics
• Participates in weekly/monthly calibration sessions with H&D internal and external Quality Assurance and Operations Support Teams
• Ensure that each Site is represented, and appropriately executing an Excellence Plus Customer Experience
• Ensure processes are being performed correctly, and discuss any trends and possible solutions, action plans and next steps
• Performs other duties as assigned
• Responsible for remaining updated and knowledgeable on all new policies/procedures, and effectively applying to audits and coaching strategies
• Participate in training to acquire knowledge of other brands within the Enterprise, and use that knowledge to support Enterprise Quality initiatives as needed, during peak and non-peak season
• Travel as Needed