Job Information
National Telecommunication Institute Contact Center Quality Assurance Analyst in Not Listed, Massachusetts
Position Summary: We are seeking an experienced and mission-driven Quality Assurance Analyst to support a team of help desk agents in a virtual contact center, while ensuring exceptional performance and compliance with service level agreements for our government clients. This role involves overseeing and evaluating the quality of interactions handled by the remote contact center agents, with a focus on maintaining high-quality standards, identifying areas for improvement, and driving continuous enhancement. The ideal candidate will have a strong commitment to NTI\'s mission of creating inclusive employment opportunities and will demonstrate leadership in promoting a culture of wellness, collaboration, and innovation. Essential Duties and Responsibilities: Team Leadership & Development: ? Oversee and support the development and performance of FSD Contact Center staff in delivering high-quality customer service. ? Provide guidance, training, and mentoring to Help Desk agents on best practices for ensuring quality standards are met in customer interactions. ? Develop and deliver ongoing coaching to agents based on quality assessments, ensuring agents understand and apply feedback to improve their performance. Operational Excellence: ? Ensure quality assurance processes are effectively applied across inbound contacts, ensuring consistency in service delivery and compliance with standards. ? Monitor and evaluate call, chat, webform and ticketing data to identify trends, areas for improvement, and potential gaps in service quality ? Analyze quality metrics and collaborate with the operations team to implement improvements in both agent performance and customer experience. Performance Management & Reporting: ? Assist the Project Manager in compiling and analyzing performance data, including quality scores, compliance, and service level metrics, to generate reports for contract performance. ? Provide detailed feedback to agents regarding their performance and create action plans for improvement. ? Report on quality trends, identify systemic issues, and recommend corrective actions to senior leadership. Collaboration & Escalation: ? Work closely with Project Manager to identify and escalate issues requiring executive-level attention. ? Facilitate clear and effective communication across teams to ensure alignment on quality standards, performance expectations, and continuous improvement initiatives. Compliance & Continuous Improvement: ? Recommend improvements to telephony, ticketing systems, and self-help tools based on quality findings to enhance overall service delivery. ? Conduct regular audits of customer interactions to ensure compliance with service level agreements and quality standards Other Duties: ? Perform additional responsibilities as assigned to support organizational goals. Minimum Requirements: ? Must pass a Federal Background check. ? Proven ability to analyze and evaluate agent behavior in context with program requirements. ? Ability to comprehend, educate, and enforce relevant policies/procedures. ? Self-directed, highly motivated change agent ? Manage priorities in a fast-paced environment ? Proficient in Microsoft products ? Excellent communication skills ? Proven analytical thinker ? Excellent technical skills ? Must be comfortable working while being on camera. Preferred Requirements: ? 1-3 years of QA experience in a Contact Center environment is considered a plus ? 1-3 years of QA experience on government contracts is considered a plus ? ISO-9001/Lean Six Sigma experience is considered a plus Special Position Requirements: ? Flexibility on shifts is needed to ensure complete coverage is provided. Home office Requirements: ? All Computer equipment provided by the client. ? Office setup in a quiet space in the home. ? Private space to prevent the sharing of caller information from other members of the household. Internet Requirements: ? Reliable high-speed int