Quality Assurance Analyst

Vertically Integrated Direct Response Marketing Company engaged in marketing and sales of premium natural health care products and supplements through all forms of media located near Ft. Lauderdale International Airport seeks a Quality Assurance Analyst to work in a very active virtually integrated direct response marketing company.
Quality assurance Analysts monitor phone calls to make sure all call center employees are in compliance with the rules and regulations of the organization.

Job Description:

• Learn and retain knowledge of company processes and procedures to ensure consistency of explaining standard operating procedures
• Perform daily call monitoring including Inbound, Outbound, Sales Services and other Customer Service Interaction
• Evaluate calls to ensure accuracy of information provided and are in compliance with the established processes
• Evaluate calls based on call requirements, quality, salesmanship and for development
• Document call observations and provide feedback and coaching on quality results to include clear, objective communications on strengths and specific recommendations on areas in which improvement is needed.
• Demonstrate effective listening skills
• Provide accurate, consistent and fair evaluations along with motivational feedback
• Identify system, benefit, and issues and communicate to QA management staff for immediate resolution
• Continually identify opportunities for process improvement and make recommendation for training purposes and to enhance service opportunities and customer retention
• Assist with the development, implementation and maintenance of quality assurance guidelines
• Assist and participate in periodic calibration activities to maintain consistency and objectivity of scoring and documentation of audited calls
• Perform special projects and other duties assigned by management as required

Knowledge/Skills Requirements:

• Minimum of 1 year experience in Customer Service and Sales/Retention Quality Monitoring
• Strong attention to detail and adherence to call handling procedures
• Ability to present feedback in a positive and constructive manner
• Strong  written and oral communication skills
• Working knowledge of desktop computing (PC, email, internet, MS Office – Word,  Excel)
• Ability to manage time effectively and meet deadlines and requirements accordingly
• Reliability and flexibility a must
• Ideal candidates will possess coaching skills and will be receptive to feedback
• Bilingual (Spanish speaking individual) a MUST.