Quality Assurance Analyst I - #235191

HTC Global Services wants you. Come build new things with us and advance your career. At HTC Global you'll collaborate with experts. You'll join successful teams contributing to our clients' success. You'll work side by side with our clients and have long-term opportunities to advance your career with the latest emerging technologies.

At HTC Global Services our consultants have access to a comprehensive benefits package. Benefits can include Paid-Time-Off, Paid Holidays, 401K matching, Life and Accidental Death Insurance, Short & Long Term Disability Insurance, and a variety of other perks.

Title: Quality Assurance Analyst I

Job Description

The entry level Quality Assurance Analyst is responsible for monitoring the service desk analysts to ensure high quality customer service to our clients. Consistency, proficiency and accuracy are expected along with the ability to effectively listen and communicate complex information in a clear and concise manner.

Responsibilities

• Oversee all aspects of quality assurance including (call monitoring, live monitoring, web surveys, transcription, and call recording evaluations).
• Track and identify reoccurring problems and trends regarding service desk analysts.
• Analyze quality and performance trends.
• Accurate documentation of assessment forms.
• Provide daily feedback to the leadership team.
• Utilize call recording system (Avaya) daily.
• Delivers detailed feedback based on assessment reviews.
  
  

Knowledge, Skills And Abilities (KSAs)

• Exhibit effective interpersonal and written communication skills.
• Attention to detail with strong customer focus.
• Self-motivated.
• Excellent typing and strong listening skills.
• Ability to multi-task with well-developed organizational skills.
• Account product knowledge and technical skills.
• Ability to work independently or in a team environment.
• Ability to utilize the assessment form to provide quality reviews.
• Exceptional Transcription experience.
  
  

Education And Experience

• High school diploma or the equivalent work experience and.
• 1 to 3 years of service desk experience.
• HDI Support Center Analyst Certification will be required of you to complete within a year of your transition/hire date.
• Knowledge of ITIL preferred.
  
  

Our success as a company is built on practicing inclusion and embracing diversity. HTC Global Services is committed to providing a work environment free from discrimination and harassment, where all employees are treated with respect and dignity. Together we work to create and maintain an environment where everyone feels valued, included, and respected. At HTC Global Services, our differences are embraced and celebrated. HTC is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce. HTC is proud to be recognized as a National Minority Supplier.