POSITION SUMMARY:

The Quality Assurance Analyst will analyze business performance and data across all channels, utilizing internal monitoring tools to define business needs and/or opportunities, gathering data and owning daily operational reporting for all evaluated interactions. The Quality Assurance Analyst will continue to seek ways to improve automating agents’ evaluations while increasing strategic and surgical coaching opportunities to improve agents’ key performance metrics. The Quality Assurance Analyst will utilize data from all channel recording tools to help identify key data, trends and any critical opportunities that will serve to improve business performance for Royal Caribbean, Silversea, and Celebrity Trade Support and Service and Consumer Outreach.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Gathering, analyzing, and interpreting of contact center data across all channels including speech, call, and textual data. Monitor recorded call volume and establish correlation reports for system performance. Customize reports to analyze meta and speech call data such as keyword lists, call duration, silence time, travel advisor, and customer call drivers which can be filtered within the recording platform. Schedule automated reports to be delivered to specific business units or users based on the requested frequency and delivery time. Gathering, analysis, and interpretation of report data. Provide actionable information to leadership with a regular cadence, and ad-hoc. Manage the call center recording and monitoring databases and troubleshoot, proactively maintain, and produce audit reporting for applications and data integration. Create and optimize ad hoc queries, reports, and templates to help improve overall agent monitoring percentage and evaluation usage for North America and global markets.  Provide weekly and monthly reports to upper management. Develop and manage the creation and development of quality and monitoring specifications, scorecards, and forms to support the business needs. Create and manage all profiles and user accounts in the system as requested by the business for North America and global markets; adding or inactivating system users and modifying user settings, skill scope, and other permissions as needed. Ensure that the contact center monitoring systems and resources are optimally aligned to support the business objectives. Develop productive working relationships with all Trade Support and Service Leads, Supervisors, Managers, and above. Conduct learning sessions to ensure users can perform within the established systems as efficiently as possible. Execute monthly status reports and presentations that are sent to senior management. Make responsible decisions and help ensure that departmental quality assurance and call monitoring metrics are met. Communication with other departments and vendors to assure that business or departmental policy changes or projects that will impact processes are identified and solutions are created. Identify, analyze, and report on technical resources for supported business units. Communicate any potential risks and issues which may arise from analyzation of technical resources. Actively research, plan, and work with internal departments to execute action items and recommendations related to business intelligence reporting. Coordinate with project teams on planning, timing, and priority of business intelligence report delivery. Utilize machine learning or artificial intelligence to analyze and identify trends in call center data. Support and coordinate the continuous improvement and oversight of artificial intelligence system procedures. Prioritize and manage the monthly and quarterly scheduling, planning, and preparation, of business intelligence analyses for all operational business units. Employee will be required to perform any other job-related duties assigned by their Supervisor or Management.

 

QUALIFICATIONS, KNOWLEDGE, AND SKILLS:

Bachelor’s degree (BA) in business or related fields from a four-year college or university or equivalent work experience required. 3 to 4 years of Quality Assurance experience in Trade Support & Service. Must have the ability to work independently, manage multiple projects, and perform comfortably in a deadline-oriented work environment Strong oral and written communication skills Strong analytical and problem-solving skills Excellent computer skills to include all Microsoft Suites Able to communicate effectively with all levels of the organization Verint Impact 360- Level I, II. Enterprise Manager Administrator- Level III Engage-Speech IQ System Impact 360 Form Designer Must have essential leadership skills Must be able to adapt to shifting priorities and align activities to meet organizational goals.

 

#LI-PG1