Quality Analyst

How will your role impact First Command?

First Command has a deeply embedded foundation with longstanding values and a strong culture of service. In order to become even more client-centric, the organization is seeking to add a Quality Analyst to drive the Quality and Continuous Improvement strategy. This individual will help us deliver a better client and field experience by ensuring we are meeting our respective service and support KPI’s. 

Recognizing the critical role that service plays in delivering a great experience to our clients and the field force, the Quality Analyst will work closely with the business to ensure a comprehensive strategy is in place that addresses service opportunities, training & process improvement, and automation of quality for department and leadership.

What will you be doing?

• Assist in the continual enhancement of Quality standards and the QA Framework.
• Compiles and analyzes service center Quality data for an organization.
• Completes performance reporting, interacting with stakeholders to ensure clear understanding of operational impacts.
• Tracks Key Performance Metrics of individual and teams using a data centric approach.
• Collaborate with management and leadership, sharing call quality performance reports on overall success and trends.
• Analyzes and audits call recordings, providing trend data and feedback to call center Management and Leadership.
• Converts findings and scores into coaching recommendations for performance improvement actions.
• Identifies common gaps/trends across teams, then provide recommendations on how to close gaps.
• Works with management on employee coaching, training, and development.
• Assist with enhancement of training curriculums and performance measurement tools.\
• Measures process performance opportunities via recorded monitoring and case audits.
• Provides analysis and trending for recurring Business Reviews.
• Reviews and evaluates Voice Analytics output and Call Recordings to make assessments and score the interaction based on a pre-determined methodology.
• Develops materials and process documentation to represent current and future work.

 What skills/qualifications do you need?

• 3-5 years Contact Center experience.
• Experience with Quality programs and Coaching Plans.
• Ability to analyze complex issues and advise internal business partners appropriately.
• Ability to handle multiple tasks simultaneously in a fast paced, diverse, and growth-oriented environment.
• Excellent communication, interpersonal, consultative and negotiation skills; ability to make effective presentations to all levels of audiences.
• Solid technical aptitude (Genesys preferred).
• Aptitude for detail and high degree of organization.
• Ability to handle multiple priorities.
• Strong knowledge of compliance with federal and state regulations.
• Assist with and manage frequent ad hoc projects to support senior management and business decisions.
• Proficient with MS Office Suite.
• Ability to travel up to 20%.

Additional preferred qualifications

• Bachelor of Business Administration or related field.

#LI-NC1