**Description** **QUALITY ANALYST** At Percepta, we bring first-class service across each market we support. As a **Quality Analyst** working remotely, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture **What You’ll Be Doing** The Quality Analyst’s time is divided between supporting Quality and Operations functions. The Quality function primarily includes monitoring and evaluating Customer Service Manager (CSM)/customer interactions and tracking CSMs’ measurable delivery of quality customer service to ensure client and Percepta standards are maintained and/or exceeded. The Operations function primarily includes case handling and/or pre-arranged special assignments.] **During a Typical Day, You’ll** **Support Quality Departmental Objectives** * Actively participate in QA Department goals and implementation of processes. * Promote teamwork within the department and throughout the site. * Support and maintain all center and client communications. * As required, participate in calibration sessions and meetings with Quality partners such as Training and Operations. * Maintain clear, concise files of appropriate documents. * General administrative duties as required. **Evaluation Function** * Perform case evaluations in accordance with standards as defined by the program. * Monitor CSM interactions to ensure adherence to client and Percepta standards. * Suggest improvements for customer interaction procedures and monitoring methods. **Training & Development** * As required by program, conduct one on one coaching sessions with CSMs to deliver QA feedback. * Participate in the QA Training & Certification Program and other training as required. * Special projects and developmental opportunities as assigned. **Operations Assistance** * Quality Analyst will support Operations each month. Responsibilities may include; but are not limited to: o **Case handling** o **Subject Matter Expert duties (Operational and Training)** o **UAT Testing** o **Coach backs of QA evaluations** o **Special Assignments as assigned** o **Participation in any Operational re-current training** **What You Bring to the Role** **Education** * High School Diploma or GED, some college preferred. * Fluent (written and verbal) in French and English. **Experience** * Minimum 1 year experience as a Customer Service Manager within CCT required. * CSM Senior and/or Master certification required. * Proficient and knowledgeable with case handling procedures. * Experience with coaching techniques a plus. **Skills** * Data entry and proofreading skills required. * Must type 25 WPM. * Computer literacy (word processing) spreadsheets and database applications preferred. * Ability to articulate and understand client needs and expectations. * Excellent listening skills and attention to detail. * Excellent oral, written, and interpersonal communication skills. **What You Can Expect** * Competitive Salary with Incentives * Health/Dental/Vision/Life Insurance * Flexible Spending Account (FSA) and Health Savings Account (HSA) * 401(k) with company match * Vacation/Sick Time and Paid Holidays * Tuition Reimbursement * Employee Assistance Program * Employee Discount Program * Training and Development Programs (Percepta College) * Employee Rewards Program (Perci Perks) **A Bit More About Your Role** Percepta provides the equipment for this position. **About Percepta** Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. Our values are the heartbeat of our organization, and we live, breath and play by them _every_ _day_ . As a Percepta team member, you can expect: **Culture of Service** - to be treated like you are the customer from day one **Teamwork** – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions **Respect** – a team that is accountable, dependable and gives you their full attention **Proactive** – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization **Career** **Growth** - lots of learning opportunities for aspiring minds **Diversity** - be a part of our growing diverse and community-minded organization that is all about having fun! **Competitive Compensation** – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness. _Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer._ **Primary Location:** US-FL-Melbourne **Req ID:** 042UF