Quality Assurance Analyst

Description We are looking for a meticulous Quality Assurance Analyst to join our team in the renewable energy sector, based in Houston, Texas, 77087, United States. This role offers a long-term contract employment opportunity where you will be responsible for ensuring the quality of customer engagements across our product offerings. You will work closely with various teams to optimize customer experience and ensure the highest standards of service delivery.Responsibilities Conduct regular auditing of customer engagements, utilizing our in-house Quality Assurance programs. Collaborate closely with the Learning & Development Lead to update and document agent templates and talk-scripts in a timely manner. Participate in weekly calibration events with stakeholders across the Operations team. Provide real-time feedback on agent trends to ensure excellent customer service. Monitor and ensure the proper functioning of all Quality Assurance programs, reporting any anomalies promptly to mitigate any delays in auditing tasks. Conduct live auditing of incoming and outgoing call queues. Assist in the implementation and auditing of refresher training sessions. Perform high-volume data entry tasks and maintain accurate customer records. Use CRM and other tools like Zendesk and Microsoft Excel to track and analyze customer interactions and data, improving the overall customer experience. Implement quality assurance and quality control measures to ensure the accuracy and efficiency of customer service processes. Requirements Proficiency in using CRM software to manage and analyze customer interactions and data Advanced skills in Microsoft Excel for data analysis, reporting, and visualization Experience in assisting customers, resolving their issues, and enhancing their overall experience Knowledge of Zendesk for managing customer service communications Proven ability to perform Quality Assurance tasks to ensure products meet the set standards Demonstrated experience in performing Quality Control tasks to maintain the quality of products and services Familiarity with Customer Experience Analytics to understand customer behavior and improve their experience Ability to perform High-Volume Data Entry accurately and efficiently Knowledge and previous experience in the Renewable Energy industry Collaborative team player with excellent communication skills Strong problem-solving skills Demonstrated attention to detail and organization skills Ability to handle multiple tasks and prioritize effectively Relevant degree or certification would be an asset. Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .