Contact Center Quality Assurance Lead

About the role

The Quality Assurance Analyst will play a crucial role in maintaining high service standards by monitoring, evaluating, and enhancing the quality of customer interactions. They will provide Root Cause Analysis (RCA) and collaborate on solutions to address process, systems, or personnel issues. This role also involves presenting findings and solutions to the client.

Responsibilities

• Perform root cause analysis, determine trends and sources of issues, and collaborate with team to come up with solutions/recommendations and present to the client.
• Maintain compliance with quality standards by monitoring and evaluating agents.
• Proactively review auditing processes to ensure compliance and identify areas for improvement.
• Work with management and application SMEs to implement changes that enhance the overall customer experience and meet client expectations.
• Develop, implement, and maintain quality assurance guidelines, records, and process improvement.
• Analyze performance data and prepare detailed reports on service quality and training effectiveness.
• Make recommendations on training follow-ups and changes to the training materials based on RCA findings.
• Stay current with agency system information, changes, and updates as needed.

Requirements

• Required: Bachelor’s degree and minimum six years’ experience with root cause and trend analysis.
• Demonstrated success working on a help desk or service desk program and providing RCA and solutions.
• Experience reviewing and updating documents for system implementation training.
• Experience using a Help Desk ticketing system such as Salesforce (strongly preferred) or ServiceNow.
• Experience with MS Office products, including advanced use of Excel.
• Demonstrated experience with and ability to use MS Office products, including advanced use of Excel.
• Strong customer service, verbal and written communication skills, and troubleshooting skills required; demonstrated success in presenting to clients and obtaining buy-in.
• Demonstrated experience working in a team environment that is highly collaborative.
• Active SECRET clearance required.

Qualifications

• Preferred: Power BI, Power Apps experience is a plus.
• Demonstrated experience designing dashboards and creating ways to illustrate data to clients and develop self-service information dashboards.
• Preferred: SharePoint experience is a plus.

Benefits

Integral offers a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Other benefits include Medical, Dental & Vision Insurance, Flexible Spending Accounts, Short-Term and Long-Term Disability Insurance, Life Insurance, Paid Time Off & Holidays, Earned Bonuses & Awards, Professional Training Reimbursement, Employee Assistance Program, and Equal Opportunity Employer/Protected Veteran/Disability.