Service Desk Specialist-NICE CXone

The Analyst, Call Quality Assurance conducts quality assurance audits of the following: inbound and outbound calls and chat transcripts, assuring company standards are maintained and product integrity is preserved. Consults with leadership to resolve quality, compliance, and efficiency problems. Function in conjunction with leadership, compliance, training, on special department projects. This position reports to the Supervisor, Customer Experience Quality Management (Technology)

Essential Duties and Responsibilities

• Interprets and implements quality assurance standards
• Evaluates and prepares adequacy of quality assurance standards
• Identifies training needs and organizes training interventions to meet quality standards
• Investigates customer complaints and non-compliance issues.
• Documents and participates in internal audits
• Develops and implements new quality assurance requirements that meet compliance guidelines.
• Analyzes QA data and participates in monthly calibration meetings with leadership