Quality Analyst, ERC

Position Responsibilities
· Prepare new hires and tenured Client employees for various roles and tasks by identifying training needs
· Monitor ticketing, phone, and chat metrics to identify individual needs and address them
· Provide coaching support
· Evaluate data, identify issues, and make recommendations for quality improvement processes
· Identify department development needs and communicate them to Team Leads and Managers
· Perform department wide security and quality audits as directed by business need
· Other quality and support duties as assigned

Qualifications

BASIC QUALIFICATIONS

Basic Qualifications
· 2 + years HR or quality assurance experience.
· Demonstrated superior judgment, diplomacy, and tact, with a willingness to speak up in the midst of adversity.
· Ability to push back, foresee potential issues, and advocate for relentless improvement.
· Excellent verbal and written communication skills.
· Strong command of Microsoft Office including Excel, SharePoint, Word and PowerPoint.
· Bachelor’s Degree in a related field.
· Ability to clearly communicate complex information and to effectively motivate small groups.

PREFERRED QUALIFICATIONS

Preferred Qualifications
· Experience with PeopleSoft
· Experience with CRM tool

Additional Information

All your information will be kept confidential according to EEO guidelines.