Quality Analyst, Ops Call Center | Louisville, KY | Papa Johns

Quality Analyst, Ops Call Center

THIS IS A CORPORATE POSITION

SUMMARY

The Quality Assurance Analyst is responsible for monitoring and documenting Agent call quality in support of the departmental quality goals and initiatives. The Quality Assurance Analyst evaluates both verbal and written customer contact by Agents. The Quality Assurance Analyst will fairly and consistently review the calls and emails of Agents for accuracy and assists supervisors when coaching Agents for success in executing superior service and quality to our customers. Documents the call quality results and provides feedback and trend data to the director, manager and supervisors as required.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned

  • Performs call monitoring and provides trend data to site management team.
  • Verifies that agents are providing accurate solutions to customers.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Participates in customer listening programs to identify customer needs and expectations. Works with the management team to improve call center training and processes.
  • Provides feedback to call center team leaders.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Able to work extended hours when required.

POSITION QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The qualifications listed below are representative of the knowledge, skill, and/or ability required. An equivalent combination of experience and training may substitute for any of the listed position qualification.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPETENCIES are classified as the work habits, attitudes, personal characteristics, and behaviors that reflect how a person accomplishes the duties and responsibilities of his/her job.

Drive for Results Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

Motivating Others Creates a climate in which people want to do their best; can motivate many kinds of direct reports and team or project members; can assess each person's hot button and use it to get the best out of him/her; pushes tasks and decisions down; empowers others; invites input from each person and shares ownership and visibility; makes each individual feel his/her work is important; is someone people like working for and with.

Conflict Management  Steps up to conflicts, seeing them as opportunities; reads situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation with minimum noise.

Developing Direct Reports and Others  Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; Is a people builder.

Interpersonal Savvy  Relates well to all kinds of people-up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.

Innovation Management  Is good at bringing the creative ideas of others to market; has good judgment about which creative ideas and suggestions will work; has a sense about managing the creative process of others; can facilitate effective brainstorming; can project how potential ideas may play out in the marketplace.

Priority Setting: Spends his/her time and the time of others on what's important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.

It is the policy of Papa John’s to provide equal employment opportunities for all applicants and team members without regard to race, color, religion, sex, age, marital status or civil partnership, national or ethnic origin, pregnancy or maternity, veteran status, uniformed service (as defined by 10 U.S.C. §101 (a)(5)), protected disability status, genetic information, sexual orientation, gender identity, gender reassignment, or gender expression, or any other characteristic protected by statute or law.