Quality Assurance and Workforce Analyst (Contact Center)
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Job Location:
Los Angeles, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Overview
Who We Are
SAG-AFTRA is the iconic American labor union that represents approximately 160000 media -AFTRA employees support our members and thrive on securing the strongest protections by negotiating the best wages working conditions health and pension benefits. We preserve and expand members work opportunities vigorously enforce our contracts and protect our members against unauthorized use of their work.
Responsibilities
What Youll Do
The Quality Assurance and Workforce Analyst is responsible for conducting quality assurance evaluations for all contact center interactions (phone chat and email). This role also manages workforce operations by forecasting and scheduling staff to meet customer demand. The analyst documents department workflow analyzes performance metrics and serves as a subject matter expert for contact center and membership systems.
(This section provides a general summary of the most significant job duties performed. It does not explain in detail every single duty performed.)
- Monitor and evaluate inbound calls chats and emails calls for compliance and quality metrics.
- Investigate call compliance matters and quality issues that may require more training monitoring and quality improvements for management review.
- Analyze trends and provide feedback to the organization regarding opportunities service failures or member concerns.
- Responsible for staying current on customer service technology and training procedures & practices.
- Forecasts schedules manages and recommends intra-day staffing taking into consideration short-term and long-term patterns and trends in daily customer demand.
- Monitors and analyzes service volume and metrics (including SLA Occupancy Adherence Forecast Accuracy etc.) for multi-site Contact Center operations and fulfills moderate to highly complex information requests.
- Serves as subject matter expert for Contact Center systems and tools as well as acting as a liaison between the IT Department and applicable vendor(s) for Contact Center systems and software systems support maintenance and enhancements.
- Perform other duties as assigned or as the situation dictates.
Qualifications
What Youll Need
We want to make sure youre successful. To be considered you must have:
(The individual must possess the following knowledge skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of this job with or without reasonable accommodation using some other combination of skills and abilities.)
- Expert interpersonal skills: high degree of patience and tact and must be able to cultivate relationships with people from diverse backgrounds both internally and externally.
- Proficient in PC applications and Internet-based systems.
- Strong communication skills in English both oral and written; consultative skills to gain the respect and trust from staff and leadership alike in building impactful solutions.
- Able to use sound judgment discretion and maintain confidentiality on compensation matters.
- Able to organize prioritize and coordinate multiple assignments and projects; able to thrive in a highly dynamic work environment; able to develop creative solutions.
COMPETENCIES:
Member Service
Communication
Dependability/Accountability
Leadership
Job Knowledge
Adaptability
Teamwork
Employee Development
MINIMUM QUALIFICATIONS
Education and/or Experience:
- High school diploma or relevant qualification required.
- 2 years of experience working in a contact center environment
- Experience forecasting and workforce planning
- Experience monitoring contacts and providing feedback and/or training
- Must have a passion for customer service and enjoy interacting with people.
PREFERRED BACKGROUND:
- Bachelors Degree preferred but not required.
- Prior experience leading staff in a union environment is preferred.
- Fluency in Spanish both in verbal and written form is a plus
- Must be proficient in G-Suite and Microsoft Office; familiarity with SAG-AFTRA Oracle systems is a plus.
- Entertainment industry experience preferred but not required.
What Youll Get
We are a great place to work because we offer:
- The hourly salary for this position is $28.99 along with excellent employee benefits and perks.
- Colleagues that are passionate about what we do and how they contribute to our mission
- Balance between work and home life responsibilities
- Affordable and comprehensive medical and dental plans
- Generous pension plan
- Employee discounts and perks
Required Experience:
IC
Key Skills
- Test Cases
- SQL
- Quality Assurance
- Agile
- TFS
- Jira
- Software Testing
- Test Automation
- Cucumber
- QA/QC
- SDLC
- Selenium
