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

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

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