Quality Assurance Analyst - WSP USA

This Opportunity

WSP is currently initiating a search for a Full-Time Quality Assurance Analyst.  This position will be based out of Louisville, KY.

This position will help preserve service excellence through monitoring, and assessing customer interactions of Contact Center Associates; documenting agent performance strengths, weaknesses, opportunities, and threats; to use a Quality Management System (Calabrio); highlighting immediate compliance issues; assisting in generating standard process measurement reporting; to monitor and track performance measures for the operations; and developing and updating quality guidelines and procedural manuals.

Your Impact

• Performs call, email, chat, and text monitoring and assessment of Customer Service Representatives (CSRs) for both inbound and outbound calls.
• Image review quality assurance.
• Participates in calibration exercises.
• Participates in internal listening and viewing sessions.
• Assists Quality Assurance Manager in providing standard weekly and monthly reporting within predetermined reporting parameters.
• Provides regular feedback to quality leadership regarding call trends or compliance issues that may arise.
• Works with quality leadership to continually define quality assurance guidelines.
• Responsible for ensuring internal and external customer interactions are handled in compliance with established procedures and standards.
• Become a subject matter expert in all business segments.
• Offers suggestions for process improvement to foster exceptional customer experience.
• Assists with the creation and updating of procedure/training manuals.
• Maintains overall objectivity in supporting consistent and superior customer service.
• Other duties as assigned.

Who You Are

Required Qualifications

• High School Diploma or GED.
• Six (6) months quality assurance service experience required.
• Excellent verbal and written communication skills.
• Excellent attendance and punctuality.
• Possess strong interpersonal skills and have compassion and empathy for customer situations.
• Be energetic, self-motivated, and quick-thinking.
• Ability to work in a team environment or independently while being flexible and open to learning new experiences in a fast‐paced changing environment.
• Ability to read and comprehend normal instructions, correspondence, and memos.
• Ability to effectively present information in one‐on‐one situations to customers, clients, and other employees of the organization.
• Ability to apply common sense understanding to carry out detailed written or oral instructions.
• Ability to work flexible eight (8) hour shift between 8:00 a.m. to 6:00 p.m. Monday to Friday.
• Must be able to pass background and drug screenings.
• Ability to achieve and maintain departmental performance standards.

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA, and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to adhere to attendance requirements.
• Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds.
• Must be able to lift, carry, walk and stand.
• Vision for reading, recording and interpreting information.
• Frequent speech communication, hearing and listening to maintain communication.
• Daily use of computer and keyboard, standard office equipment and telephone.
• Ability to access, input, and retrieve information from the computer.
• Frequent hand/eye coordination to operate computer keyboard and office equipment.
• Noise level in the work environment is quiet to moderate.

Preferred Qualifications

• Bilingual Spanish is a plus.