Quality Analyst - Workspace
Location: Cincinnati, Ohio
Work Schedule: 1st Shift, Monday-Friday
Work Environment: Onsite
Minimum Qualifications:
- Education & Experience: 1-2 years of relevant experience or an associate degree in a technical field.
- Technical Skills: Basic to intermediate understanding of quality inspection processes, including documentation and reporting. Experience in IT Support or related fields is preferred.
- Nice to Have: Familiarity with Calabrio (Cisco tool) for call monitoring and analysis.
Core Responsibilities:
As a Quality Analyst, you will play a vital role in reviewing and analyzing call quality to ensure high standards of service delivery. You will be responsible for evaluating calls, providing feedback, and generating reports to support continuous improvement initiatives.
Key Duties:
- Review recorded calls for quality assurance and compliance with service standards.
- Analyze call interactions to identify strengths and areas for improvement.
- Provide constructive feedback to team members to enhance performance.
- Document findings and generate reports on call quality metrics.
- Collaborate with team leads and managers to address quality issues and implement best practices.
- Participate in training sessions to improve call-handling skills across the team.
Physical and Mental Demands:
Physical Requirements:
- Primarily sedentary work but may require standing and walking for up to 15% of the time.
- Regularly required to sit, talk, hear, and use hands to operate standard office equipment.
- Ability to ascend and descend stairs as needed.
- Specific vision requirements include close vision and the ability to adjust focus.
Mental Requirements:
- Strong written and verbal communication skills are essential.
- Ability to read and interpret data and documents, analyze and solve problems, and perform detailed work on multiple tasks.
- Must maintain composure in a fast-paced environment focused on quality and accountability.
Work Environment:
- Primarily an office setting with standard office equipment available.
Encore Talent Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.
