Quality Assurance Analyst
Posted on Feb 14, 2020 by HighPoint USA
HighPoint's professionals focus exclusively on helping government agencies and companies implement their most critically strategic initiatives. HighPoint has managed and delivered programs and projects for a variety of agencies and organizations, including training, coaching and content development for national contact centers; software and web development programs for government agencies; and data center and infrastructure projects for global manufacturing and sales organizations.
POSITION ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Ensure that Customer Service Representatives are performing against client standards.
Understand and report customer sentiment, opportunities for improvement in Agent and Program performance and areas where additional training or changes to existing training may exist.
Develop and implement a quality management plan to ensure all objectives of the quality program are met; policies and processes are followed; and, client requirements are satisfied.
Reviews and monitors phone calls, emails, and written correspondence communications to internal and external shareholders to ensure information disseminated complies with guidance and regulations.
Research complex client inquiries and provide summary of findings.
Actively participate in product development with the training and content teams. Review and categorize client feedback to gauge effectiveness against Service Level Agreement.
Support feedback meetings for the purpose of establishing and maintaining feedback consistencies among the Quality Analysts and Customer Service Representatives. Feedback meetings also serve to address trends identified via the quality review processes.
Prepare and review presentations, including quality documentation and analysis reports for client delivery.
Develop, write, and review root cause analysis presentations.
Develop, write, and review quality monitoring process documentation.
EDUCATION AND/OR EXPERIENCE
Bachelor's degree (B. A.) from four-year College or university is required.
HighPoint is a growth-oriented firm that provides a unique, differentiated employee culture relative to our Federal market peers. We leverage this growth-oriented and employee-focused culture to attract and retain a higher grade of talent than our peers to be an employer of choice.
HighPoint helps government agencies elevate the citizen experience (CX) by improving the touchpoints through which citizens interact with government. We were founded in 2006 by Ben Lanius with the spirit of transforming how agencies connect with and empower citizens to deliver on mission-critical objectives.
At HighPoint, our focus is on delivering results that matter. We support and modernize our federal customer's mission critical systems and functions. Agility is at our core: it is the mantra that drives us to succeed. We work quickly, analytically and deliver on agency priorities.
HighPoint is privately held with 300 passionate employees across offices and locations in Indianapolis, Indiana; Baltimore, Maryland; and Reston and Herndon, Virginia.
HighPoint Digital, Inc. is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, sexual orientation, age, religion, national or ethnic origin, disability or veteran status.
HighPoint Digital, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with HighPoint's legal duty to furnish information.
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