Position Summary

The Associate Quality Assurance Analyst is responsible for driving an unrivaled service experience for our customers.  Using industry leading tools, you will lead initiatives that strive to make every customer touch point a rewarding experience that reinforces and builds brand loyalty.  You will setup programs that establish a culture of improving efficiency and share consumer feedback to the larger UA team to help guide product and service offerings.

Essential Duties & Responsibilities

• Participate in the design and implementation of quality standards.
• Perform contact monitoring to identify customer needs and expectations.
• Determine how customer service representative performance is evaluated.
• Use quality monitoring data to compile and track performance at both the team and individual levels. 
• Collaborate with the Manager, Ecommerce Trainer to evaluate current and on-going training needs based on contact monitoring data.
• Participate in training programs for new and current teammates.
• Prepare and update training documents in response to identified trends.
• Partner with Operations Team to gather contact data.
• Track CSR performance at the team and individual level and participate in weekly mentoring and coaching sessions.
• Work in conjunction with call center Captains to conduct scorecard meetings.

Addition Duties & Responsibilities

• Share trend data and solutions regarding customer needs, quality standards, and coaching opportunities with customer service leadership team improve the overall quality of contacts.
• Attend weekly meetings and report on the issues of the week so all teammates are in alignment.
• Coordinate and facilitate contact calibration sessions for contact center staff.
• Organize and direct focus groups to solicit feedback from customer service representatives.
• Participate in interviewing and candidate selection.
• Connect with the Ecommerce Under Armour customer across several channels of communication: phone, chat, and email, as needed

Qualifications (Knowledge, Skills & Abilities)

• Exceptional oral, written, and interpersonal communication skills including the ability to summarize and report on data, influence and negotiate, and present information to various levels within the organization.
• Ability to actively listen, synthesize information, and present thoughts to teammates in a constructive, actionable way.
• Ability to excel in a fast-paced team environment, manage multiple priorities, and meet deadlines.
• Ability to evaluate contact center processes, make recommendations on how to improve, and measure success.
• Intermediate level of knowledge/expertise with PC software (Word and Excel, RNT, Call Copy).
• Understanding of industry standards for NPS, CSAT, FCR and survey data.

Education And / Or Experience

• Bachelor’s Degree
• 3-5 years Customer Service experience, call center preferred    
• Quality Assurance experience preferred

Relocation

• No Relocation Provided