Quality Assurance Analyst

hace 5 meses

Bogota, Colombia Anthology, Inc. A tiempo completo

Quality Analyst

Remote - Colombia

*ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED*

The Opportunity:
Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.

We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.

Student Success brings virtualized support and technology enabled solutions to the world’s most progressive institutions. We provide IT Help Desk and comprehensive Student Lifecycle Management services that improve student engagement and accelerate learning. Our platform gives institutions an efficient, financially sustainable way to deliver services through the enrollment and learning process. Our goal is to build a better educational experience for everyone by extending institutional resources to meet the growing demands of learners.

The Quality Analyst is responsible for proactively identifying issues and monitoring their set named client accounts.

Student Success offers remote, work from home opportunities with immediate availability and schedules that offer flexibility.

Position responsibilities:

- Reviewing a defined number of calls, tickets, chats
- Proactively reviewing escalated tickets, updating ticket categories, and calling users back if mishandled
- Taking calls according to schedule on a weekly basis
- Reviewing Customer Satisfaction data and tracking weekly variances and increasing reviews on advisors or clients who have seen a decrease in satisfaction scores
- Communicating with clients on calibration calls and addressing any follow-ups
- Proactively identifying any system or knowledge base issues and process deficiencies and reporting them to the appropriate points of contact to be immediately addressed to drive client satisfaction
- Proactively recommending training needs for advisors based on client feedback
- Facilitating training, as needed and during peak periods, to support company objectives and goals
- Providing weekly quality reports including, but not limited to, advisor talk time vs. hold time and working with Operations and Training to address those issues
- Analyzing data and recommending solutions for new implementations for client go lives
- Scheduling/leading call listening sessions following new implementations for client go lives
- Assisting with new client implementation by monitoring quality indicators and recommending solutions to identified issues
- Reviewing supervisor quality reviews on Operations Center Advisors for compliance and consistency and providing feedback to Operations
- Establishing work procedures and processes that support company and department standards, procedures, and strategic directives
- Being available for employees who request additional coaching, direction, and resolution as directed by the team supervisor
- Projecting favorable image of the company to promote its objectives and goals and enhance customer relationships
- Working as a member/leader of projects that directly contribute to site success
- Handling multiple job tasks at one time and escalating issues in a timely manner

Required skills/qualifications:

- High School diploma or equivalent combination of education and experience
- At least 1 year of experience in a customer service/call center setting
- Strong written and oral communication skills
- Ability to offer feedback in a productive and constructive manner
- Ability to interact professionally with clients, peers, and management
- Strong attention to detail
- Basic knowledge of Microsoft Office products, including Excel
- Ability to be analytical and make data driven decisions
- Ability to take inbound (voice) phone calls in a conversation-heavy environment
- Full professional proficiency in written and spoken English (equivalent to CEF C2 level or above)
- Must be at least 18 years old
- Must be able to work from home with the following internet requirements: High-speed Internet Connection (Cable, Fiber, DSL)
- Mobile Broadband is not supported, this is satellite, wireless/cellular hotspot service, and point to point internet service
- 40 Mbps Download
- 15 Mbps Upload
- 100ms Ping or less

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected mi

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