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Quality Analyst
Ref No.: 17-02280
Location: Chandler, Arizona
Immediate need for a Performance Excellence Quality Analyst with experience in the Financial Services Industry. This is a 4+ month contract opportunity with long-term potential located in Chandler, AZ. Please review the job description below:
 
Job ID: 17-02280
 
 Key Responsibilities:
  • Quality Analysts provide a review of the quality and accuracy of work functions performed by call center associates within TFS call centers and their corresponding external business partners. 
  • The observations from which are used to develop performance trending while identifying performance and compliance gaps. 
  •  Additionally, monitoring observations may be used to identify internal process improvement opportunities and validate improvements that have been implemented.
 
Key Requirements and Technology Experience:
  • Evaluating and verifying assigned lines of business for both phone and non-phone based work quality and accuracy to support high-quality customer contacts and associated work processing tasks.        
  • Attend assigned line of business calibrations to ensure consistency within monitoring processes, procedures, job knowledge and scoring.      
  • Leverage recording/monitoring application to compile data, generating reports to support business goals.           
  • The following functions/accountabilities are essential for all jobs:
  • Work collaboratively with team members
  • Meet regular performance expectations
  • Ability to maintain regular and predictable attendance to support team and business objectives.
  • Capability to work flexible hours, which may include day, evening and weekend hours.
  • Ability to be at work on time, to return from breaks and lunch periods on time and to leave the work area after the end of their scheduled workday (applicable to jobs subject to attendance policy)
 
Our client is a leading Financial Service organization and we are currently interviewing to fill this and other similar contract positions. Qualified candidates should apply online for immediate consideration.