We are recruiting for a Human Resources Employee Call CenterQuality Assurance Analyst to join our Human Resources Department in Louisville, KY.
The Quality Assurance Analyst is responsible for evaluating telephone calls, email responses and SAP transactions for accuracy and conformance to quality standards. The Quality Assurance Analyst reports results of evaluations to appropriate leaders and stakeholders on a weekly or monthly basis as required.
Monitors and evaluates the quality of inbound and/or outbound telephone calls, email interactions and SAP systems transactions.
Consistently completes target number of interaction evaluations and ensure each is completed thoroughly and in a timely manner.
Provides continuous review and enhancement of established customer service quality standards. Recommends modifications where appropriate.
Provides ongoing feedback to department leadership regarding identified performance and/or inefficiency issues, training opportunities, and recommended system and process modifications.
Completes special projects and analysis as requested by leadership.
Develop quality policies and procedures and update as needed.
Proficient in Microsoft Office, SAP Framework and Cisco
Ability to work flexible hours as needed
Results oriented with ability to manage change
Ability to meet deadlines on a consistent basis
Strong communication skills – both written and verbal
High attention to detail
Approximate percent of time required to travel: Negligible
H i gh School Diploma required. Bachelor's degree preferred.
Lean certification preferred.
1-3 years customer service experience in a support or call center environment.
P r i o r quality assurance review/analysis experience preferred.
A minimum of 1 year experience with SAP Framework required.
Depending on a candidate's qualifications, this position may be filled at a different level.
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Job : Compliance/Quality/Risk Primary Location : KY-Louisville-Human Resource Ops Organization : 4980 - Human Resource Ops Shift : Day