Conduent Quality Assurance Analyst (Call Center, Remote near offices listed) in Cary, North Carolina
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them.
You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
As a Quality Assurance Analyst, you will be responsible for assessing the quality of the performance of call center associates, during customer interactions. Reporting in a timely manner to agents and team leadership. The ability to perform data Analysis and deliver coaching is an important asset in the position.
Monitor inbound and outgoing calls to assess call center associate's performance, in accordance with standard policies and procedures.
Identify areas requiring additional training and/or coaching.
Use quality management monitoring system to track performance at individual and team level.
Provide reporting of call quality scores and identify trends.
Participate in internal and client collaboration sessions.
Provides feedback to call center team supervisors and managers.
Prepares and provides quality reports for management review.
Performs other duties as assigned.
Complies with all policies and standards.
No supervisory responsibilities.
Knowledge, Skill Set and Qualification Requirements:
2 years of customer service experience
Excellent verbal and written communication skills
Dedication to ensuring excellent customer experience
Excellent listening skills
Strong time management skills
Ability to effectively multi-task
Proficient with Microsoft Office
High school diploma, GED or college degree
Remote position, but must reside near one of these cities where we have offices (Cary, NC; Tempe, AZ; Cherry Hill, NJ; Nashville, TN or Chesapeake, VA).
Please also fill-out the Job Questionnaire for this on the Conduent career site.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . You may also click here to access Conduent's ADAAA Accommodation Policy (http://downloads.conduent.com/content/usa/en/document/cdt_adaaa_accommodation_pol.pdf) .
At Conduent, we value the health and safety of our associates, their families and our community. Under our current protocols, we do not require vaccination against COVID for most of our US jobs, but may require you to provide your COVID vaccination status, where legally permissible.