Quality Analyst

This role will be responsible for ensuring that the quality standards and culture of the Customer Service department are being achieved and improved. This role will also ensure that the service being delivered to our customers aligns with the department mission of better quality, faster service, and stronger relationships. At the same time this individual will work to develop programs to reinforce the quality standards across the department. The ability to work effectively in a fast-paced, dynamic environment is critical. This detail-oriented candidate will be a self-starter, well organized, have excellent communications skills, and be able to positively interact with other departments in the company. The Quality Analyst will work under the Customer Care Department and will report to the Manager of Customer Relations and Strategies.


Performance Objectives
1.Monitor Call Quality: The successful Quality Analyst will ensure all customer calls meet company standards on a consistent basis by evaluating, mentoring, and developing the management team to ensure a proactive customer-oriented attitude and clear understanding of the importance of quality calls is being delivered to the entire department. They will also document and monitor trends and make recommendations based on those trends.
2.Coordinate and Maintain the Quality Monitoring System: The successful Quality Analyst will oversee the implementation and all activities related to the installation of the Quality Monitoring System to Customer Service and other AutoTrader.com departments as necessary. This includes the ongoing maintenance of the system as well.
3.Facilitate Calibration Sessions: Successful Quality Analyst will facilitate as necessary calibration sessions across all levels of management to ensure consistent evaluations in the Customer Service department. This includes the facilitation of the session as well as providing the management team with feedback, support, and coaching to improve the quality of our calls.
4.Develop Programs and Training to Support the Quality Vision: Successful Quality Analyst will collaborate with the leadership team in order to develop the items necessary to ensure the quality vision is evident in the department. This would include the facilitation of training on quality standards to all new hires and current employees within the department. This would also include materials, contests, training materials, communications, and programs to ensure the quality standards are recognized, implemented and surpassed by all individuals within the department.
5.Accumulate, Analyze and Maintain Quality Assurance Data: The successful Quality Analyst will prepare reports, graph trends and track performance based on the needs of the Customer Service Management team. This would include analyzing this data and recommending the needed training, communications, etc necessary to continually improve the trends.
6.Remain Up to Date: The successful Quality Analyst will remain in the forefront of all company changes regarding processes, products, and procedures to ensure those changes are being integrated into the Quality Program.
7.Develop cooperative relationships: The successful Quality Analyst will work to build strong relationships with all members of the Customer Service department and throughout the AutoTrader.com organization in order to meet the overall quality goals of the department. These relationships are imperative to meeting and exceeding the quality vision and goals of the department.
8.Participate in Departmental and Corporate Office Activities: The successful Quality Analyst may participate on a variety of projects as requested by the Customer Service Management team.
9.Community. The successful Quality Analyst will be an asset to their community and to their company. The Quality Analyst will look for ways to help AutoTrader.com to enhance its position in the community and attend community events as required.
10.Ad hoc responsibilities. The successful Quality Analyst will show the flexibility necessary to adjust to changing/additional duties and responsibilities as the needs and company changes. Additional responsibilities may be delegated to the Quality Analyst in order to assist the department and company to meet its goals and mission.
REQUIREMENTS
•BS or BA in a related field desired.
•Minimum of 3 years call center experience, preferably in a position coaching and assessing call center associates customer service skills.
•Proven ability to develop/implement call center training and QA programs.
•Organized with great communication skills.
•Ability to give constructive feedback in a positive, clear, sensitive manner.
•High enthusiasm, creativity, and desire to work on a fast paced/ever changing team with a positive attitude.
•Demonstrate ability to work proactively with management staff.
•Outstanding analytical and problem solving skills.
•Must be detail oriented and posses the ability to multi-task.
•Have a strong sense of urgency.
•MS Office Suite skills (Word, Excel, Access, PowerPoint).
•Knowledge of call center technologies and productivity tools a plus.