Job Description

Homebased Quality Analyst (Technical)

Applicants must reside in the following states: AZ, MA, NC, TX, WI, VA, FL, or Puerto Rico

NTI Job Code: QA -2007-003

Summary

The role of the Quality Analyst is to perform quality assurance audits on phone calls, emails and chats. The analyst will review and grade customer contact events for technical accuracy, compliance to policies and procedures and observable soft skills.  The analyst may also provide measurements to help gauge the customers’ overall level of satisfaction with the contact event.

Job Description

• Active Listening
  • Concentrate and listen intently to recorded phone calls
  • Document Specific notes while observing each call to demonstrate intimate knowledge of the call
  • Recognize compliance or non-compliance with applicable policies and procedures
• Call Auditing and Reporting
  • Provide detailed, clear and professional performance feedback
  • Maintain required productivity on a daily basis
  • Maintain internal quality calibration levels at required variance
  • Maintain an acceptable level of data entry accuracy
  • Use correct terminology when providing customer feedback
  • Apply analytical and problem solving skills
• Customer Focus
  • Treat customers with courtesy and sensitivity in all written and verbal communication
  • Build positive rapport with co-workers and clients
  • Make extra effort to satisfy customer needs and requirements
  • Meet commitments to customers
• Job Knowledge
  • Display knowledge of organization's policies and procedures
  • Display knowledge of clients products and services
  • Demonstrates industry knowledge
  • Utilizes all knowledge resources and tools
• Systems & Technology Use
  • Navigate systems effectively and accurately
  • Exhibit required keyboarding and mouse operating skills
  • Access data efficiently
• Interpersonal Skills
  • Establish effective relationships with teammates, other co-workers and clients
  • Exhibit tact and consideration in all communications
  • Display positive outlook and pleasant manner
  • Contribute to building team spirit
  • Give and welcome feedback
• Schedule Adherence
  • Begin workday at scheduled time
  • Maintain attendance at all required meetings
  • Keep absences within guidelines
  • Display flexibility regarding scheduling
  • Ability to self-manage workload and work independently

Essential Job Functions

• Regularly required to sit; use hands and fingers, and talk or hear
• Read, write and fluently speak and understand the English language
• Read and comprehend written instructions, short correspondence and memos
• Actively participate in all team conferences internally and with clients
• Excellent verbal and written communication skills
• Must have strong organizational skills

Job Requirements

• Minimum of an Associate's Degree required, Bachelor's preferred
  • Technical background is required (A+, Net+, MCSE Certification or equivalent)
  • Call Center experience is preferred
  • Strong customer service skills required
• Must have a safe and healthful home office - free of preventable injuries and hazards
• Must be able to type 35 wpm
• Must be able to achieve a minimum accuracy score of 85%
• Must have high speed Internet access (Dial up is not acceptable)
• must have a home PC equipped with Windows XP with Windows XP, MS Word, and MS excel

How to Apply

• If you are interested and feel you are qualified for this homebased work opportunity, NTI welcomes you to complete an online application. Simply click the "Continue with Applications" button below.
• Candidates who have already applied with NTI in the past 24 months do not need to complete another application.
  • Candidates with an application already on file can write an email letter of interest to NTI's recruiting department, noting your interest in this position.
• Applicants will be contacted within 10 business days of their application/email letter of interest.