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Quality Analytics Specialist

Quality Analytics Specialist

Job ID 
2017-2674
# of Openings  
1
Job Location(s) 
US-WA-Seattle
Category 
Sales

More information about this job

Overview

Reporting to the Quality Analytics Team Supervisor, the Quality Analytics Specialist’s primary function is to audit, score and provide coaching feedback on interactions between our Senior Living Advisors and their primary customers; families and partner communities. The interactions are scored against outlined policy guidelines, summarized through written feedback, and provided to field personnel for review.

Responsibilities

  • Regularly achieve daily, monthly, and quarterly graded call metrics based upon business needs and goals.
  • Provide accurate and efficient coaching and feedback to Advisors, their Regional Managers and other personnel, according to quality standards and within set deadlines.
  • Conduct deep-dive analyses of Senior Living Advisor calls, per Regional Manager request, using provided reporting materials.
  • Collect scoring data on audited calls and provide data to the appropriate departments for analysis.
  • Attend regularly scheduled Calibration Meetings and Weekly Rap Sessions to ensure that grading policies and procedures are up to date and accurately implemented.
  • Handle intermittent projects and mentoring opportunities.
  • Respond to requests from QA Team Supervisor, Director of Sales, and other departments within the company in a timely and efficient manner.
  • Perform other duties as assigned by the QA Team Supervisor or Director of Sales.

Qualifications

  • Minimum one year of quality analytic or quality assurance experience, preferably in a service/consulting industry.
  • Experience in the senior living industry preferred.
  • Proficiency with the MS Office product suite – primarily Word, Excel and PowerPoint.
  • Communicate effectively – deliver clear, concise and compelling messages, including strong writing, proof reading and presentation skills.
  • Ability to multi-task and adapt to changing priorities to meet internal client demands.
  • Ability to work exceptionally well within a team environment, yet able to self-motivate when working remotely.
  • Must have quiet home workspace, as this position requires working remotely from home at least 50% of the time.

 

Education Requirements

  • Bachelor Degree in Business, Communications, or a related field from an accredited institution.
  • 3 – 5 years of related QA, business communication, or senior living experience in lieu of college degree

 

Compensation

The position is an hourly, non-exempt position.  The position will receive an hourly rate of pay for all hours worked, which will be paid every two weeks.  Employees are required to track their hours worked through ADP EZLabor Manager.  Working more than 40 hours per week (overtime) must be approved in advance by the employee’s supervisor.