Team Leader

Job Description

Role & responsibilities Quality Assurance Analyst Overview : Quality Assurance Analyst will actively partner with leaders to achieve excellence in Quality and Voice of the Customer programs through initiative support and process improvement. Evaluate, analyze, and monitor internal and external data to impact contact center and customer experience. Act as a technical resource related to all Quality and Voice of the Customer programs. Quality Assurance Analyst roles & responsibilities •Drive Voice of the Customer and Quality Management project deliverables •Assess needs, Design, Development, and Implementation of effective, sustainable Voice of the Customer and Quality programs •Analyze data to develop further enhancements within Voice of the Customer and Quality processes, driving value to business partners across Voya •Collaborate with audiences that span across multiple departments and organizations. Scope spans across call center and operations using multiple tools, i.e. Genesys, Pointel, Qualtrics, Salesforce, etc. •Design and develop robust interaction-based survey strategy based on the above. •Partner with Contact Center Quality Assurance (CCQA) leadership to define and maintain CCQA Success Measurements •Collaborate with reporting teams to develop dashboards and automated reporting mechanisms to support CCQA and Contact Center needs •Identify internal and external trends to impact Voya Contact Center and customer experience •Utilize tools within the environment to develop and support Quality Management, Speech Analytics, and Voice of the Customer processes •Lead discussions with vendors / IT teams to enhance new and existing applications to impact Contact Center agent and customer experience •Manage Quality Management forms (creation, change management) within call recording applications •Drive interaction-based survey strategy forward in partnership with each business sector and Customer Experience team •Develop communication and lead management discussions around opportunities, trends, etc. to drive strategy forward Knowledge and Experience: • Ability to manage multiple efforts / projects at the same time • Ability to recommend solutions that align with business needs • Develop and present technology and process strategies to business partners and stakeholders • Exceptional verbal and written communication skills • Bachelors degree or equivalent work experience • Minimum 5 years data analysis experience and/or working with Quality Management / Customer Experience tools • Extensive experience in excel • Excellent interpersonal skills and relationship management