Urgent! Quality Analyst Supervisor Job Opening In – Now Hiring Kapsch TrafficCom North America
Kapsch is one of Austria's most successful global technology companies.
With its comprehensive ITS (Intelligent Transportation Systems) portfolio, Kapsch is actively addressing the challenges of the present and the future with intelligent mobility solutions in a wide range of application areas.
As a family-owned company founded in 1892 and headquartered in Vienna, Kapsch can look back on 130 years of experience with the future.
Position Summary:
The Quality Analyst Supervisor is responsible for the development, implementation, delivery, evaluation, and ongoing maintenance of customer service training and quality assurance (QA) programs.
This role plays a critical part in enhancing the effectiveness of the customer service team and overall call center performance by supporting training for front-line agents, back-office staff, and supervisory personnel.
The QA Specialist also provides key administrative and analytical support for internal quality monitoring efforts and external customer satisfaction survey processes.
Key Responsibilities:
+ Monitors calls, both live and recorded as well as system effective use, offline processes including mailings, cases, payment posting and fulfilment.
+ Quality Assurance: Coordinates and conducts quality assurance monitoring and audits, and assists with developing and maintain the quality process and procedural manual; Identify and address quality trends or issues through additional targeted training.
+ Design and deliver engaging training programs for customer service representatives, back-office teams, and supervisors.
+ Maintain and update training materials, curriculums, assessments, and SOP documentation.
+ Audit offline operational processes including case handling, mailings, payment posting, and fulfillment.
+ Identify performance trends and implement targeted training initiatives to address identified issues.
+ Provide analytical insights and reports based on QA findings and survey results.
+ Track and report on training effectiveness and quality improvements
+ Leader on the team and assists management when needed
Your Profile:
+ Minimum 2 years of experience in quality assurance or call monitoring within a call center or customer service environment.
Experience designing and delivering training is preferred.
+ Familiarity with CRM systems, call monitoring tools, and survey platforms and advanced proficiency with technology, including the ability to learn new systems quickly.
+ Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
+ Strong written communication skills; ability to create clear and concise documentation, procedures, and training materials.
+ Excellent verbal communication and facilitation skills with the ability to engage diverse learners.
+ Maintains up-to-date knowledge in training and quality assurance best practices.
What’s in it for you?
+ Solving complex problems that improve daily the lives of people around the world
+ Opportunity to work in an international tech company with cutting edge technologies in a high-growth industry
+ Career growth, stability and casual work environment
+ Competitive salary with full benefits package including paid time off, 401(k) and a no-cost medical insurance option for employee and eligible dependents
At this time we are unable to provide sponsorship for this role and all applicants must have working rights in the US and pass a background check
Kapsch TrafficCom is an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status or sexual orientation, gender identity or expression, disability, nationality or sex.
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Unlock Your Quality Analyst Potential: Insight & Career Growth Guide
Real-time Quality Analyst Jobs Trends in , United States (Graphical Representation)
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Great news! Kapsch TrafficCom North America is currently hiring and seeking a Quality Analyst Supervisor to join their team. Feel free to download the job details.
Wait no longer! Are you also interested in exploring similar jobs? Search now: Quality Analyst Supervisor Jobs .
An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Kapsch TrafficCom North America adheres to the cultural norms as outlined by Expertini.
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