Description
Does the drive for quality and continuous improvement run through your veins? Is your attention to detail and organization almost obsessive? Apply now to share your talents with an award-winning company! As a vital member our Quality team, you will fulfill the needs of a fast-growing company by directly monitoring and reviewing our call center call interactions; helping guarantee we achieve a key element of our mission to “Deliver an unrivaled customer experience with every protection plan.” We are looking for an experienced and innovative Quality Assurance Analyst with a history of success in the QA field.

Alpha Warranty Services is an award-winning, nationally recognized Vehicle Service Contract provider. At Alpha Warranty, you will have the opportunity to connect with members of our awesome team and succeed in your job responsibilities, which include:

Participating in designing the call monitoring format and the quality standards used for consistency throughout Alpha Warranty’s contact center.
Helping to ensure customer service representatives and claim adjuster’s adherence to company policies and procedures and meet mandatory conversation element requirements.
Using quality monitoring data to compile and track performance at an individual, team, site and enterprise levels.
Providing quality analysis on each contact channel—chat, phone, email, etc.
Completing assigned employee quality evaluations by established due dates.
Participating in interdepartmental call calibration sessions and serves as the facilitator identifying the group’s expectations and needs.
Providing face-to-face coachings with the call center employees to review QA scores to answer questions and ensure understanding of QA
Attending weekly team meetings to stay up to date on current processes and upcoming changes
Providing timely and actionable data to various call center management and interdepartmental groups as scheduled or needed.
Providing feedback to supervision and management leaders throughout the month.
Preparing and analyzing internal quality reporting for use in staff performance reviews.
Immediately acting upon potential employee company policy violations by identifying the issue and individual to the site management team.
Partnering with Contact Center leadership to ensure department and company goals are achieved.
Drafting and updating SOPs for management review
Requirements
What Alpha Warranty will love about you:
You have experience in a Call Center and/or customer service environment
You have previous experience and a current passion for call-monitoring
Your typing speed cruises at 30+ WPM
You display a keen ability to input and navigate a computer screen and use a keyboard and mouse
Your oral, written and interpersonal communication skills are as sharp as a tack
Your exceptional listening and analytical skills are spot on
You are more than proficient with Microsoft Office
You possess the power of knowledge related to industry standard customer care processes and call handling techniques
Your ability to change lanes from a team environment to working alone are exceptionally smooth
Your ability to sit and use a computer for extended periods of time while using a headset listening to recorded conversations
Your unflinching focus, strong analytical skills, and ability to collect, organize and analyze significant amounts of information with attention to detail and accuracy a must
Your willingness to detour to other duties, as needed
Fluency in Spanish a plus
Education
College degree preferred. Minimum High School Graduate or equivalent experience.
What you’ll love about Alpha Warranty:
Competitive compensation
Health insurance options with generous company contributions
Dental and Vision coverage
Life and Disability insurance (100% company paid + options for more!)
401k match program with immediate vesting
Tuition reimbursement
Free Roadside Assistance
PTO and Paid Holidays
Employee incentive and recognition program
Quarterly Health and Wellness Challenges
Bagel Mondays, Doughnut Wednesdays, and Free lunch Fridays!
About Alpha Warranty Services, a flagship company of Cadence Innovations Group:
A veteran owned business since 2002, Alpha Warranty Services is an award-winning, nationally recognized Vehicle Service Contract provider. We’ve been recognized consecutively as one of Utah’s fastest growing work places by the Utah Fast 50 and MWCN Utah 100, a multi-year winner of the Salt Lake Tribune Top Workplace Award and a two-time recipient of the When Work Works award. In 2018, we were honored with Stevie Awards for a Veteran Owned Business and Executive of the Year. If you want to be part of a winning team that recognizes the value of each position, come work for the company that proves it “walks the talk.”

Learn more about Alpha Warranty and the companies of Cadence Innovations Group at www.alphawarranty.com, www.entechpro.com, and www.premiercomputing.com

U.S. EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION INFORMATION
Alpha Warranty Services is an equal opportunity employer. Individuals seeking employment are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. Reasonable accommodations will be provided to known disabilities of individuals in compliance with the Americans with Disabilities Act. For accommodation information or if you need special accommodations to complete the application process, contact the Dept. of Human Resource Management at 800-662-5519.

Job Overview
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