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Quality Assurance Analyst in Houston, TX at Search Services

Date Posted: 7/9/2018

Job Snapshot

Job Description

Our SW area client company is seeking experienced Quality Assurance Analysts for their Issue Resolution Team. The QAA will monitor outbound sales and service calls and perform post sales assessment to ensure call center and face to face business telemarketing employees are in compliance with the rules and regulations of the organization. 


  • Perform quality audits on inbound and outbound customer calls while utilizing multiple databases and resources
  • Provide training, coaching, feedback and assistance to employees/vendors to make sure they understand guidelines and procedures for quality
  • Conduct supplemental audits for employees on coaching and development plans
  • Participate in design of call monitoring formats and quality standards and document the Quality Assurance process
  • Use quality monitoring data management system to compile and track performance at an individual, team and enterprise level
  • Analyze quality and performance trends to provide recommendations for improvement
  • Perform root cause analysis to determine if people/process/system issues are driving complaints/repeat calls
  • Monitor and respond to Quality Assurance email box within established service levels
  • Coordinate and facilitate calibration session for call center staff and vendors to ensure quality standards are being evaluated fairly and consistently
  • Lead internal listening programs with leadership to identify customer needs/expectations and identify improvements for systems and processes
  • Prepare and analyze internal and external quality, sales and compliance reports for management
  • Work closely with internal department managers to understand business needs and objectives
  • Provide supplemental support by answering high volume of incoming customer calls within a call center environment while utilizing multiple databases and resources during peak call times
  • Support management and compliance by researching complaints, perform internal audits, external audit preparation and provide follow-up
  • Provide actionable data to various internal support groups as needed
  • Perform other job-related duties/projects as assigned


  • High school diploma or GED equivalent is required
  • Preferred Bilingual (English/Spanish) speaking with excellent written and oral communication skills
  • Two years of experience preferred working in a customer care call center environment, recent experience preferred
  • One year of experience preferred working with a Retail Electric Provider (REP), recent experience preferred
  • General understanding of the deregulated electricity and gas markets
  • Strong knowledge and use of customer care processes, techniques and etiquette
  • Excellent customer service, interpersonal, listening and analytical skills
  • Ability to adapt and communicate complex information in a clear and concise manner with employees and vendors at all levels
  • Ability to effectively identify issues/concerns and escalate using proper channels
  • Strong problem solving/issue resolution skills
  • Ability to maintain confidentiality is paramount
  • Strong knowledge of telephone equipment, computers and various other software such as Microsoft Outlook, Word, Excel and PowerPoint
  • Strong reporting skills
  • Ability to work in a fast-paced environment
  • Strong time management and organization skills
  • Ability to multitask with a strong attention to detail and flexible to constant change
  • Must be coachable and receptive to feedback/constructive criticism
  • Ability to work flexible hours, including evenings, weekends and holidays

Job Requirements

Excel,Customer Service,Data Analyst,Bilingual - Spanish