Quality Assurance Analyst

About the role

Centerfield, a digital marketing company based in Jamaica, is looking for a Quality Assurance Analyst in Portmore. The QA ensures that quality and compliance guidelines are met on every call taken by agents, keeps agents, supervisors and team leads informed about client policies and procedures, and builds a respectful relationship with account supervisors so that agents receive the coaching they need.

Key responsibilities

• Monitor and evaluate agent calls daily
• Meet departmental and provider evaluation goals
• Communicate with the rest of the Quality team on strategies, processes and procedures
• Coach and develop agents on the calls you monitor
• Track and document monitored calls, evaluation scores and trends daily, using company software to find calls and listen to recordings
• Attend trainings, meetings or calibrations as needed
• Report daily production, scores, trends and other activities
• Build healthy relationships with account managers, supervisors, team leads and agents
• Complete audit requests and quality-related projects, and satisfy high-level call evaluations and audits on time
• Be reliable and punctual

Required profile

• Previous experience in Quality Assurance and contact center experience is mandatory
• Bachelor's degree or established QA experience required
• Excellent written and verbal communication skills
• Curious, entrepreneurial, customer centric and collaborative
• Willingness to learn, coachable and able to work in a fast-paced environment
• Self-motivated, strong time management and organizational skills

Required skills

• Tech savvy with intermediate computer skills
• Desired: reporting skills, presentation skills, Excel (higher skills desired) and PowerPoint (intermediate skills desired)
• Desired: speech analytics software knowledge