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Fort Lauderdale

    Quality Analyst - Fort Lauderdale, United States - Insite Managed Solutions

    Insite Managed Solutions
    Insite Managed Solutions Fort Lauderdale, United States

    1 week ago

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    Description

    Job Description

    Job Description

    *Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Equal Opportunity Employer M/F/D/V

    Job Type: Full-time, in-office, 1510 SE 17th St 4th floor, Fort Lauderdale, Florida 33316

    Travel: Up to 50%

    Benefits: 401k, PTO, and benefits (health, vision, dental, short/long term disability, and more) eligibility within 1 month of start date

    POSITION OBJECTIVE

    The Quality Analyst (QA) plays a pivotal role in ensuring the highest standards of customer service are consistently met within the Center of Excellence. The QA will be responsible for ensuring and maintaining the performance of Guest Support Specialist, monitoring call quality, and ensuring compliance with company policies and procedures. The QA will leverage their analytical skills and customer service expertise to provide actionable insights and recommendations for enhancing overall service delivery.

    CRITICAL SUCCESS BEHAVIORS

    • Understands the contact center environment and the key levers to pull to enhance performance and achieve client and financial targets
    • Results-oriented mindset with a focus on driving continuous improvement and achieving operational excellence
    • Proven success in providing actionable feedback to impact performance and ensure alignment on program success
    • Ability to evaluate and suggest improvements to processes and workflows to enhance efficiency, reduce errors, and improve the customer experience
    • Communicates clearly and effectively, both written and orally
    • Excellent analytical, problem-solving, and decision-making skills

    QUALIFICATIONS

    The ideal candidate must possess:

    • A proven track record of success in a similar role
    • Strong Microsoft Office product proficiency (PowerPoint, Excel, Visio: experience using pivot tables, formulas, etc.)
    • Strong analytical and communication skills
    • Ability to work Monday-Friday 8:30 am-5:30 pm

    The ideal candidate would typically have:

    • Experience and/or qualified in Lean/Six Sigma or different process improvement methodologies
    • Knowledge of the cruise line industry
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