Sr Consultant - Quality Analyst Job in Telecommute
Individual contributor responsible for participating on a client-facing consulting team acting as the subject matter expert in agent performance management and quality processes.
Able to document existing quality processes, and define new quality forms, processes, and recognize appropriateness and fit of new tools needed to augment the future state processes.
Familiar with coaching methodologies or coaching principles.
Knowledgeable of quality metrics, definitions, and reporting.
Job Accountabilities Could include the FollowingAnalyze clients existing quality processes and agent performance management processes.
Define new quality processes and formsAdapt and implement coaching methodologiesUnderstand Voice of the Customer surveys and how they can be integrated with quality processesDevelop training material as needed to support process implementation activitiesDeliver training material as neededDefine and implement new processes in a client environmentUse PowerPoint to illustrate and communicate new processes and designs Technical Knowledge Requirements: · Demonstrated comprehensive knowledge and understanding of call center metrics and terminology.
· Strong emphasis on attention to detail.
Managerial Skill Requirements: · Must consistently demonstrate high energy and a positive attitude.
Decision making skills and flexibility necessary to a fast changing consulting environment · Strong analytical and organizational skills are a must.
Incumbent must have strong, demonstrated, organizing, planning, analytical and interpersonal skills.
Minimum Education· College Degree is required.
Equivalent experience considered.
Minimum Experience· 3+ years experience in a call center operational position is nice to have· Related consulting experience is required Qualifications: Working knowledge of quality systems including call recording systems, customer surveys.
Strong math skills and numerical analytical background and experience highly desired.
Excellent verbal and written communication skills required, including the ability to persuasively present verbally and through documentation, to client senior management.
Excellent PC skills required, utilizing Microsoft Office products, including Outlook, Excel, Word, PowerPoint, Project, and Visio.
Must be willing to travel 80% (100% Monday through Thursday evening)TO APPLY: PLEASE VISIT OUR WEBSITE AT http://www.vertexgroup.com/careers/Current-Opportunities /
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