SAP Quality Assurance Analyst

July 21, 2021
Atlanta, GA
Job Type


SAP Quality Assurance Analysts:

CCO Performance Improvement Analysts:

Support achievement of Top Quartile customer satisfaction ratings of all Customer Care Centers, including vendors, through quality monitoring and education of employees.

- Monitors and evaluates interactions from inbound customer contacts, including phone calls, with a focus on Billing/Payment/Credit call types

- Participate in call reviews and calibration sessions with Quality Assurance team to ensure client's expectations are understood and executed consistently.

- Participate in calibration sessions with care center leadership and third-party vendors to ensure client’s expectations are understood and executed consistently.

- Utilizes established evaluation criteria to monitor and evaluate individual and process performance for the care centers.

- Assists in the education and understanding of business processes and objectives in accomplishing the desired customer experience for CCO employees, during new hire training and beyond.

- Analyzes agent performance trends across Care Centers and provides recommended actions to leadership.

- Tracks new employee quality performance and reports findings to Training department and leadership.

- Performs deep dive trend analysis to assist in the development of employees.

- Manages the day to day operation of systems and processes utilized within the Quality Assurance (QA) Team.

- Serves as system administrator/SME for the Verint call monitoring tool and works with IT to troubleshoot issues identified

- Works with IT to test software capabilities and develop new reports

- Utilize content in the Care Center knowledge management tools (Online Manuals, CBTs, etc) to provide feedback on Billing/Payment/Credit call types

- Works with HR, Legal, Consumer Affairs, Regulatory Staff and others in researching recorded call data as needed for investigations

- Completes other tasks as assigned by Manager

- Supports the Enterprise in achieving Service Level and other performance metrics.

- Provides support to care centers during major storm events.

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