Quality Assurance Analyst

MEET COMPASS

We are a full service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

QUALITY ANALYST

The primary role of a Quality Assurance Analyst is to ensure client and Compass quality outcomes are being met by our Customer Support Associates (agents) and this is done through detailed weekly audits and providing coaching opportunities to Team Leads.

Responsibilities:

• Perform contact audits across all contact channels (i.e. email, chat, text, phones, and social media). The productivity target is to audit three tickets per agent per week within the client accounts the QA Analyst supports.
• Perform weekly 1:1 coaching sessions with Team Leads and/or agents to go over strengths and opportunities with the goal of meeting or exceeding our QA expectations and improving performance over time.
• Help provide accurate QA reporting, by agent and team, that includes QA % and other quality goals.
• Identify and address potential customer interaction issues with Team Leads and Program Leads so that they can manage their team more effectively.
• Collaborate with the QA Manager on how Compass can improve its contact center processes – internally and with the client.
• Collaborate with the QA Manager on ways to identify high performing agent characteristics and ultimately reduce employee attrition.
• Dependent upon associate experience level: Work collaboratively with the client HQ team on “QA Calibrations” to ensure we’re evaluating quality performance in alignment with the brand.
• Other duties as assigned by management.

Requirements and Characteristics:

• Ability to communicate clearly with a balanced perspective.
• The ability to lead difficult conversations around performance improvement and corrective action.
• Excellent time manager, with a coaching plan that’s executed consistently.
• Supportive, empathetic, listener, nurturer.
• Ensures our agents have the communication and process skills they need to do their job.

Availability:

• Full Time position
• Weekdays, Weekends, and Nights
• Office is located in Columbus, Ohio (we are currently working remotely)
• Applicants must have strong internet connection to support systems

Qualifications and Physical Requirements with or without reasonable accommodation:

• High school diploma or equivalent with at least 6 months customer service or retail experience, previous Customer Support Associate experience strongly preferred
• Ability to see, talk and hear in order to communicate with others to exchange information verbally and in writing
• Ability to operate a computer/laptop and a headset
• Ability to perform all duties of the job while sitting and/or standing for prolonged periods of time (i.e. for the duration of an 8 hr shift)

Technology Requirements:

• A licensed Windows computer with a serial number is the only computer we will accept for this position. We don't allow customized or jailbroken homemade devices.
• Applicants must have strong wired internet connection and back up internet to support systems and possess a Windows Computer with a working webcam. Download and upload speed must be at least 80MBPS.
• Must have a working camera to be used during training sessions and 1:1 conversations
• Must be willing to have Crowdstrike be installed in their personal computer/laptop
• Must have a working headset with a microphone, speakers are not permitted for use while on calls.
• Processor: Intel Core i5 11th generation (2021 and up) or AMD Ryzen 5 5000 series or newer
• Memory: 16 GB and up
• OS: Windows 32-Bit and 64-Bit (Windows 11)

Benefits:

• A fully remote work environment
• This is currently a full time position, offering competitive wages
• Career development opportunities, including internal promotions.
• A positive and growing work culture that values diversity and inclusivity.