AllenRecruiter Since 2001
the smart solution for Allen jobs

Quality Assurance Analyst

Company: csgsys
Location: Allen
Posted on: March 18, 2020

Job Description:

Quality Assurance Analyst
Quality Assurance Analyst Benefits:

  • Monday through Friday
  • Flexible day hours
  • Healthcare, dental, vision
  • PTO options
  • Matching 5.5% 401KQuality Assurance Analyst Job Duties:
    • Monitor, record, and score all types of client contacts and interactions for the Payments Operations Organization
    • Analyzes QA performance and identifies training needs
    • Uses judgment to evaluate questions whose answers are subjective in nature
    • Provides coaching and performance feedback to analysts of all levels
    • Completes monthly workflow audits across multiple teams
    • Recommend and implement best practices for employees to maximize their CSAT performance and work with training and management team(s) to implement
    • Processes requests for recordings, email and chat transcripts for training and management
    • Responsible for policy audits and quality trends
    • Participate in the calibration of CSAT data with QA data to identify gaps and ensure alignment of measures and scores that accurately gauge client satisfaction.
    • Collaborate to develop internal quality standards, metrics and reports that align with overall company objectives, business needs and client satisfaction.
    • Analyze QA and CSAT results and produce performance reports on an agent, department, region, and enterprise level, highlighting key findings, provides leadership with actionable performance data
    • Determine and classify root causes for dissatisfaction and partner with department leadership to define corrective measures and process improvement that increase overall satisfaction.
    • Provide reporting to leadership for QA related outcomes and trends
    • Participates in a community of practice with peers external to CSG as a means to enhance process knowledge
    • Assists in maintaining and conducting reviews, ratings and flagged articles in the KCS database, and suggesting training needs
    • Assists managers with the adherence to policies and procedures
    • Maintain current knowledge and documentation of policies and procedures, website changes, new products and processes
    • Assist in the development of materials necessary to train and continuous development of training materials, reference guides, suggestions, discussion topics and other necessary communication documentation to further develop the skill set and knowledge of the Payment Operations team
      Requirements for Quality Assurance Analyst:
      • Minimum 2 years of service desk or QA experience
      • Proficiency with Microsoft Office
      • Bachelor's degree or equivalent education/experience
      • Ability to mentor and coach phone analysts
      • Ability to navigate Call Center applications such as Genisys and Callfinity and CIC
      • Ability to read, write, speak and understand the English language in a business environment
      • Strong attention to detail and ability to analyze complex issues
      • Ability to create and analyze reports to monitor and improve help desk support operations
      • Ability to handle sensitive and confidential matters in a manner that retains a relationship of trust
      • Ability to communicate effectively with people of differing levels of technical knowledge
      • Knowledge of ticketing systems such as Remedy and/or JIRA Preferred
        • Bi-lingual (Spanish)
        • Experience working in SaaS Environment
        • Experience working in Payments Industry
          Date Posted 2020-03-11T07:00:00.000Z

Keywords: csgsys, Allen , Quality Assurance Analyst, Professions , Allen, Texas

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Professions Jobs


Truck Driver CDL A
Description: OTR Company Drivers - Up to 55 CPM br br Dart is excited to announce our new pay program for Company Drivers - up to 1,200 Weekly Pay Over the road trucking offers the most freedom
Company: Dart Transit Company
Location: The Colony
Posted on: 04/7/2020

CDL-A Owner Operator Truck Driver - OTR
Description: Boost revenue for your truck driver business with quality freight CDL-A owner operator opportunities at Hill Bros.Owner operators: Hill Bros. has everything in place to help your CDL-A truck driver business (more...)
Company: Hill Brothers Transportation
Location: Rowlett
Posted on: 04/7/2020

CDL A Regional Truck Driver
Description: Drive More Earn More Weekly with USA Truck We are now hiring Class A CDL Truck Drivers for our South Regional.Earn up to 0.50 CPM weeklyRunning Area: East of I-35Details include: USA Drivers NOW EARN (more...)
Company: USA Truck
Location: Wylie
Posted on: 04/7/2020


Class A CDL OTR Company Truck Driver
Description: Average Up to 65K Annually SEARCH JOBS When you go the extra mile, you should be rewarded. That s why Hill Bros. offers OTR CDL-A truck driver opportunities with excellent starting pay rates, fantastic (more...)
Company: Hill Brothers Transportation
Location: Keller
Posted on: 04/7/2020

CDL-A Lease Purchase Truck Drivers
Description: CDL-A Flatbed Lease Purchase Truck Driver Opportunities br br GET PRE-QUALIFIED br br 100 Flatbed-100 Welcome
Company: WTI Transport
Location: The Colony
Posted on: 04/7/2020

CDL-A Company Team Truck Driver
Description: CDL-A TEAM TRUCK DRIVER JOBS DOUBLE YOUR EARNINGS AT USA TRUCK br br Double your earning power with NEW PAY for truck driving teams br br USA Truck, a Certified Top Pay Carrier, is proud to announce (more...)
Company: USA Truck
Location: Grapevine
Posted on: 04/7/2020

Truck Driver CDL A
Description: OTR Company Drivers - Up to 55 CPM br br Dart is excited to announce our new pay program for Company Drivers - up to 1,200 Weekly Pay Over the road trucking offers the most freedom
Company: Dart Transit Company
Location: Haltom City
Posted on: 04/7/2020

CDL A Trucking Job - Company Driver
Description: Hiring CDL A Company Drivers - Excellent Pay Benefits:Rider pet policy 2000 referral
Company: Ozark Motor Lines
Location: Rowlett
Posted on: 04/7/2020

Truck Driver CDL A
Description: OTR Company Drivers - Up to 55 CPM br br Dart is excited to announce our new pay program for Company Drivers - up to 1,200 Weekly Pay Over the road trucking offers the most freedom
Company: Dart Transit Company
Location: Grapevine
Posted on: 04/7/2020

Truck Driver CDL A
Description: OTR Company Drivers - Up to 55 CPM br br Dart is excited to announce our new pay program for Company Drivers - up to 1,200 Weekly Pay Over the road trucking offers the most freedom
Company: Dart Transit Company
Location: Wylie
Posted on: 04/7/2020

Log In or Create An Account

Get the latest Texas jobs by following @recnetTX on Twitter!

Allen RSS job feeds