Job: Quality Analyst - (Technical Support Service Quality)

Scottsdale based customer service analysis firm is seeking an experienced individual to analyze technical service & support calls of various calls centers and assist with helping to improving service quality. Analyze technical support calls and assess quality of technical support as well as customer service. Provide analysis, feedback and coaching agents handling technical support calls utilizing our proprietary tools and systems.
Representative Duties:
- Review and analyze contact center service quality according to established service quality standards for technical service and support.
- Utilize our internal applications to assess, score and provide feedback regarding handling technical support service quality.
- Assist in modifying quality standards based on analysis of current service quality.
- Contribute to quality review reports when necessary.
- Participate in calibration and ongoing service improvement efforts.

The job duties listed above are representative and characteristic of the duties required and the level of the work performed in the job title. The duties will vary from incumbent to incumbent in the job title.

- In-depth Knowledge of Microsoft Windows based computers
- Knowledge of security related software such as firewalls, antivirus and internet security.
- Excellent keyboarding skills.
- Excellent oral and written communications.
- Good analytical and problem solving skills.
- Ability to work independently as well as with others.