Quality Assurance Analyst

Overview Quality Assurance Analyst – The Quality Assurance Analyst is responsible for monitoring and evaluating customer interactions, ensuring compliance with the company standards, policies, and procedures, identifying areas for improvement, and providing actionable feedback to improve overall performance and customer satisfaction. Essential Duties and Responsibilities Regularly assess all types of customer interactions performed by all agents to ensure compliance with quality standards and company policies. Evaluate the performance of agents by performing quality evaluations using a quality monitoring form that covers reviewing the inputs to the transaction, how service was provided to the customer, the skills and knowledge of the agent to resolve the customer's issue, adherence to the applicable process, procedures, and regulatory requirements, and output of the transaction. Provide constructive feedback to agents based on quality evaluations and assist in coaching sessions to enhance their performance. Assist with individualized department training, while keeping all CSS business leaders apprised on desk performance around Quality Assurance results and identifying areas of recognition. Update and monitor CSAT and complete CSAT: Close the Loop process to provide immediate visibility to appropriate business partners multiple times a day regarding feedback, whether positive or if a follow-up is needed. Facilitate and train, in partnership with the Quality Assurance team, the Customer Care Model and Quality Assurance process during new hire orientation. Support desk leadership with coaching around Customer Care Model, Quality Assurance Process, including reporting, assessments, and recognition. Qualifications Ability to operate a basic computer system, typing skills, customer service skills, communications skills (verbal and written), knowledge of basic quality monitoring and CSAT concepts, basic Excel skills. Ability to provide feedback to agents based on transaction monitoring results, coaching skills, knowledge of Solugenix's Compliance policies and procedures, knowledge of Procedures & Processes for handling end user transactions, knowledge of Products & Services for handling end user transactions, knowledge of client's Compliance Policies & Procedures, knowledge of quality monitoring procedures, knowledge of quality monitoring evaluation standards. Ability to use quality monitoring tools & systems, basic PowerPoint skills, multi-tasking skills, results-oriented, problem-solving skills. Education: College Graduate. About Solugenix Solugenix is a leader in IT services, delivering cutting-edge technology solutions, exceptional talent, and managed services to global enterprises. With extensive expertise in highly regulated and complex industries, we are a trusted partner for integrating advanced technologies with streamlined processes. Our solutions drive growth, foster innovation, and ensure compliance—providing clients with reliability and a strong competitive edge. Recognized as a 2024 Top Workplace, Solugenix is proud of its inclusive culture and unwavering commitment to excellence. Our recent expansion, with new offices in the Dominican Republic, Jakarta, and the Philippines, underscores our growing global presence and ability to offer world-class technology solutions. Partnering with Solugenix means more than just business—it means having a dedicated ally focused on your success in today's fast-evolving digital world. #J-18808-Ljbffr