Job Description
Title: Quality Analyst – Remote
Location: Virtual, in the U.S.
Pearl Interactive Network is sourcing Remote Quality Analysts.
The Quality Analyst is responsible for monitoring inbound calls and scores CSR performance against established quality guidelines.
Why choose Pearl Interactive Network?
Join Our Team and embrace the winning Pearl Culture which promotes our employee’s desires and efforts to serve our consumers, clients, and community. Our values of customer satisfaction, teamwork, a family atmosphere, quality services, respect for each other, transparency, and innovation are what make Pearl, the employer of choice. As a woman-owned, HUBZone-certified social enterprise, we take pride in our hiring preference for individuals living in economically challenged areas, persons with disabilities, military spouses, and Veterans.
Pearl offers a Competitive Compensation and Benefits package to include:
- Rate: $17.65 per hour
- Medical, Dental, Vision, and Life Insurance
- Paid time off, Paid holidays
- 401K eligibility
- Additional ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.
Operating Hours: Mon – Fri 8:30 AM to 10 PM EST and Sat and Sun 9 AM to 6:30 PM EST (shifts vary)
Technical Equipment, and Remote Office Requirements:
- Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections. Test your network to verify before you apply.
- Ethernet cable access. Wi-Fi-only connectivity is prohibited.
- Private and secure workspace within your home. Away from noise and distractions.
- Computer equipment, monitor, and headset are provided.
Job Duties:
- Monitor and evaluate various transaction types to identify issues that cause errors, inefficiency, and end-user dissatisfaction.
- Identify processes and policies that are incorrect, inconsistent, or do not meet the needs of the end-user or stakeholders.
- Recommend corrective and preventative actions to improve performance through improved processes, policies, training, systems, etc.
- Maintain accountability for accurately completing observations using required systems, standards, and tools.
- Successfully participates in calibration sessions to ensure alignment with overall Quality Assurance (QA) vision.
- Maintain overall balanced performance (productivity, attendance, etc.).
- Retain current knowledge regarding applicable policies, processes, and regulations.
- Research and gather data for special projects and initiatives.
- Perform other duties as assigned by management.
Job Requirements:
- HSD/GED or equivalent military experience.
- 2 – 3 years of contact center experience, preferred.
- Strong working knowledge of transaction monitoring support systems.
- Interpret and deploy analytical skills and problem-solving,
- Excellent interpersonal and communication skills.
- Focus on process and performance improvement.
- Strong oral and written communication skills.
- Good interpersonal skills and ability to work well with a wide range of individuals.