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Operations Center Quality Assurance Analyst in Falls Church, VA at Kastle Systems

Date Posted: 1/26/2018

Job Snapshot

Job Description

The OC Quality Assurance Analyst is responsible for supporting our team of managers in managing their staff with regards to call quality, process adherence, representative feedback, and reporting. Reporting to the Director of Training, this position will be responsible for assisting in the development and implementation of our quality assurance program, promoting and enforcing Kastle Systems’ best-in-class standards for performance and customer service, and providing feedback and improvement opportunities for Operations Center representatives.


  • Participates in the development and improvement of call monitoring formats and quality standards
  • Performs   call monitoring and email review of customer interactions and provides performance data to management teams
  • Utilizes quality monitoring program to compile and track performance at individual, functional, and departmental levels
  • Provides feedback to OC representatives and managers on observed strengths and improvement opportunities
  • Participates in analysis of customer satisfaction survey programs (JD Power) to identify any additional opportunities for improvement
  • Conducts regular calibration sessions with Training, OC and Executive Management to assure uniformity in message delivery to Representatives
  • Interacts with all levels of management to solve any inter-departmental inefficiencies and to address any areas of concern
  • Provides actionable data to other departments based on observation and operator interaction
  • Assists Training and Development in assessing training needs; participates in training as needed
  • Prepares, analyzes and presents reports to management staff
  • Completes other ongoing projects as required


  • High School Diploma/GED required
  • 2+ Years of Experience in a call center environment
  • Quality control, quality assurance, or training delivery experience desired
  • Quality Assurance program creation or execution experience
  • Experience with call center call monitoring/recording software
  • Proficiency with PC hardware and software programs (Word/Excel/Access/Power Point)
  • Must pass the Drug Test, the Background Check, and any pre-employment tests as applicable
  • Required to obtain and be able to maintain various certifications, licenses and/or registrations, in accordance with applicable state laws and as required by the electronic security regulations in the state(s) which they are working
  • Exceptional customer service and problem solving skills
  • Ability to write effectively in context for different audiences and purposes, command of the English language and grammar, effective use of electronic communications such as email, discussion boards and instant messaging. 
  • Ability to explain and present ideas clearly and concisely to diverse audiences, using appropriate language.

*All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, national origin, age, disability, or protected veteran status or any other characteristic protected by federal or applicable state laws. Kastle Systems takes affirmative action in support of its policy and to advance in employment individuals who are minorities, women, protected veterans, and individuals with disabilities.