Quality Assurance Analyst Quality Assurance Analyst …

Thomson Reuters
in Carrollton, TX, United States
Permanent, Full time
Be the first to apply
Competitive
Thomson Reuters
in Carrollton, TX, United States
Permanent, Full time
Be the first to apply
Competitive
Quality Assurance Analyst
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Bring Your Passion Quality Assurance Analyst Job Description

Primary Responsibilities:

  • Monitor all types of customer interactions and provide feedback to agents and management on strengths and opportunities for development, specifically around quality
    • Evaluate and review the quality of agent contact responses to ensure acceptable service standards are met in compliance with all existing QA criteria for all channel interactions
    • Participate in calibration meetings to ensure consistency of contact evaluations
    • Utilize QA standards and other related data to analyze and identify trends and skill gaps and recommend actions to optimize the customer experience
    • Report errors and interact with Quality/Management Team to remedy contact handling problems that may otherwise negatively impact customer satisfaction and NPS
    • Identify contacts to build a best-practices library for various training needs, including internal product training (work with Internal Training Team, Senior Specialists, others as needed)
  • Build relationships with key stakeholders within Customer Success department

Required Skills:

  • Strong customer service focus, with emphasis on adding value to the customer experience
  • Strong verbal and written communication skills, including spelling and grammar
  • Excellent organizational skills; attention to detail and ability to manage competing demands
  • Ability to make fair and consistent judgments and decisions
  • Problem solver with ability to offer suggestions in positive, constructive manner
  • Ability to apply Agile mindset; ability to react quickly to changes in business needs/focus
  • Focus on driving results; Self-motivated and self-directed
  • Familiarity with CS Professional Suite and Checkpoint products a plus
  • Knowledge and effective use of quality management processes and tools a plus

Education/Experience:

  • Associate degree or higher preferred; High school diploma or equivalent required
  • 2 to 3 years’ experience in contact center with focus on quality preferred; 1 to 2 years’ experience in contact center with demonstrated customer experience focus required
  • Experience with Agile methodologies and protocols a plus
  • Experience with Calabrio QM / quality management processes and tools a plus

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With more than 25,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.


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Locations
Ann Arbor-Michigan-United States of America;Carrollton-Texas-United States of America
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