Job Description

Job Description

The Quality Analyst Supervisor is responsible for the development, implementation, delivery, evaluation, and ongoing maintenance of customer service training and quality assurance (QA) programs. This role plays a critical part in enhancing the effectiveness of the customer service team and overall call center performance by supporting training for front-line agents, back-office staff, and supervisory personnel.

The QA Specialist also provides key administrative and analytical support for internal quality monitoring efforts and external customer satisfaction survey processes.

Key Responsibilities:

• Monitors calls, both live and recorded as well as system effective use, offline processes including mailings, cases, payment posting and fulfilment.
• Quality Assurance: Coordinates and conducts quality assurance monitoring and audits, and assists with developing and maintain the quality process and procedural manual; Identify and address quality trends or issues through additional targeted training.
• Design and deliver engaging training programs for customer service representatives, back-office teams, and supervisors.
• Maintain and update training materials, curriculums, assessments, and SOP documentation.
• Audit offline operational processes including case handling, mailings, payment posting, and fulfillment.
• Identify performance trends and implement targeted training initiatives to address identified issues.
• Provide analytical insights and reports based on QA findings and survey results.
• Track and report on training effectiveness and quality improvements
• Leader on the team and assists management when needed

Your Profile:

• Minimum 2 years of experience in quality assurance or call monitoring within a call center or customer service environment. Experience designing and delivering training is preferred.
• Familiarity with CRM systems, call monitoring tools, and survey platforms and advanced proficiency with technology, including the ability to learn new systems quickly.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Strong written communication skills; ability to create clear and concise documentation, procedures, and training materials.
• Excellent verbal communication and facilitation skills with the ability to engage diverse learners.
• Maintains up-to-date knowledge in training and quality assurance best practices.

What’s in it for you?

• Solving complex problems that improve daily the lives of people around the world
• Opportunity to work in an international tech company with cutting edge technologies in a high-growth industry
• Career growth, stability and casual work environment
• Competitive salary with full benefits package including paid time off, 401(k) and a no-cost medical insurance option for employee and eligible dependents

At this time we are unable to provide sponsorship for this role and all applicants must have working rights in the US and pass a background check

Kapsch TrafficCom is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status or sexual orientation, gender identity or expression, disability, nationality or sex.

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