NOC Quality Assurance Analyst

Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our NOC associates that deal with our existing and potential customer. The QA will monitor inbound and outbound calls, cases, dispatches and email responses to assess associate’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing NOC quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall SageNet customer’s experience.

Ø Perform quality review and audits of cases, dispatches and calls within the NOC

Ø Participates in design of call monitoring formats and quality standards

Ø Provide trend data to management team based on audits and quality monitoring

Ø Perform work study with associates to identify potential gaps in processes

Ø Assist with user acceptance testing (UAT) for new tool and processes

Ø Track performance at team and individual NOC levels

Ø Performs monitoring of NOC email responses

Ø Participates in customer and client listening programs to identify customer needs and expectations

Ø Provides actionable data to various internal support groups as needed

Ø Coordinates and facilitates call calibration sessions for NOC staff

Ø Provides feedback to NOC supervisors and managers

Ø Prepares and analyzes internal and external quality reports for management staff review

Ø Perform other duties as assigned

Ø Set up tests to identify and correct program operating errors

Ø Development of procedural documentation for internal use

Ø Maintain records of design changes, fixes and maintenance issues

Benefits

Ø 2 Years of experience in NOC environment

Ø Excellent verbal, written and interpersonal communication skills

Ø Outstanding customer service skills and dedication to providing exceptional customer care

Ø Must be self-motivator and self-starter

Ø Focus on quality and customer service

Ø Exceptional listening and analytical skills

Ø Solid time management skills

Ø Must be able to effectively deal with people at all levels inside Company

Ø Ability to multitask and successfully operate in a fast paced, team environment

Ø Must adapt well to change and successfully set and adjust priorities as needed

Ø Proficiency in MS Office and in database software

Ø QA Experience is a plus