Customer Service Quality Assurance Analyst Job ID 2024-26561 Category Quality Assurance Location US-OH-Cincinnati About DMI DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories. About the Opportunity DMI, LLC is seeking a Customer Service Quality Assurance Analyst. Our Managed Services business needs a Customer Service Quality Assurance Analyst to join our staff. This role ensures that all customer interactions meet company and customer standards. This means that they review calls, chats, and tickets to discover issues and use the quality assurance compliance program to address gaps in agents' skillset and coach them to improve. Call center Quality Assurance Analysts also compile issues and recommendations to leadership monthly for where strengths and opportunities may fall. Within their feedback, the QA team will support recommended upskilling training related to customer service and technical skills. The Quality Assurance Analyst will also prepare and/or update existing guidelines to ensure customer interactions are at their desired quality level. This analyst needs strong communication skills, is comfortable delivering and receiving feedback, and works with agents to meet monthly metric scores. This individual will need to be able to have state and local clearance. Roles and Responsibilities: Understand the role and technical skills required of agents. Monitor and evaluate calls, chats, and tickets to identify deviations from organizational policies and standards. Synthesize and analyze interaction data to report on ticketing, QA scores, average handle time, timing, and other key metrics. Audit and review quality assurance processes and tasks, looking for continuous improvement. Document opportunities and provide feedback and coaching to improve contact center quality. Foster an environment of continual process and operational improvement for the Contact Center. Administration of the quality assurance module within the virtual contact center software. Bi-Weekly coaching sessions and calibrations with agents. Real-time live coaching and shadowing sessions with agents. Build a strong relationship with key stakeholders in the Contact Center. Assist with onboarding and nesting program for agents. Assist in the creation of soft skills, customer service, and ticket management training courses as needed. Meet monthly goals and objectives that will be set by the department head monthly as needed for business needs. Qualifications Education and Years of Experience: High School diploma or better. Advanced skillset for utilizing Microsoft Office products such as PowerPoint and Excel. 3 years of relevant experience working in a contact center environment. Experience using an analytics tool such as Domo or Qlik. Experience using contact center software such as Five9 or Nice inContact. Exeperience using QA software such as Verint. Requirements: Regular and reliable attendance. Ability to work overtime to complete tasks. Strong time management and prioritization skills. Strong attention to detail and organizational skills. An analytical mind and inclination for problem-solving. Ability to analyze ticket notes for structure, grammar, and comprehension. Ability