BPS QA Analysis

Job description

Job Description

BPS QA Analysis

Position Description
The QA Specialist conducts monitoring, enforcement, communication, and improvement of quality standards, quality compliance, and customer/call handling processes across various contact center groups.

Your future duties and responsibilities
• Monitoring (and scoring) calls between contact center personnel (Authorizers/Customer Care Agents/Claims Service Representatives) and customers/service providers in order to evaluate customer service and ensure quality standards.

• Keeping detailed records of quality monitoring scores and activities; providing summary reports to QA team supervisor and other members of management on a regular basis.

• Assisting in the creation and maintenance of various forms and documents (hardcopy & electronic) related to quality monitoring, training, and enforcement processes.

• Providing lead reps, supervisors, and managers with detailed quality audit results which are discussed with team members.

• Assisting management with the communication of quality scores, trends, best practices, and improvement opportunities to their agents and other direct reports in both individual & group settings.

• Working with training staff to identify areas requiring improvement; occasionally assisting with the development and delivery of required quality/compliance training.

• Keeping abreast of current internal and external compliance and quality standards/changes related to contact center call handling and call monitoring; communicating those standards/changes to the appropriate audience.

• Occasionally traveling (less than 5%) offsite to various outsource, partner, and vendor locations to assist in monitoring, training, communication, and calibration processes.

• Other duties as assigned.

Required qualifications to be successful in this role
The qualified individual will have an Associate’s degree from an accredited college or university; or two or more years of previous contact center quality monitoring and reporting experience; or an equivalent combination of education and experience. This position requires knowledge/working experience with QA tools and applications (monitoring and observation platforms), as well as experience in benchmarking and calibration processes.

Is experienced in an inbound and/or outbound phone sales/customer service environment – Previous supervisory or management experience is a strong plus. Excellent customer service skills, computer skills (Windows, Word, Excel, PowerPoint, Outlook, IE), and the ability to prioritize multiple tasks are required.

Build your career with us.

It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change—supporting our clients’ digital journeys and offering our professionals exciting career opportunities.

At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Be part of building one of the largest independent technology and business services firms in the world.

Learn more about CGI at www.cgi.com .

No unsolicited agency referrals please.

CGI is an equal opportunity employer.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at . You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned .

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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held.

CGI 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 CGI’s legal duty to furnish information.

Skills

·  Communication (Oral/Written)
·  Customer Service & Support
·  Microsoft Office

Reference

642138