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Quality Assurance Analyst - Omaha

i2c Inc Bennington, NE

  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Our company
Founded in 2001, and headquartered in Silicon Valley, i2c Inc. drives innovation to the global digital payments and open banking industry with a multi-function technology built for endless possibilities. As one of the world's fastest growing processors in the payment industry, i2c offers a challenging and rewarding career to individuals who have a passion to excel and deliver in a fast-paced, team-based environment.

About the Role

The Quality Assurance Analyst main role is to provide constructive/actionable feedback and coaching to our Customer Service Representatives in order to ensure our team is providing a phenomenal overall customer experience.

What You will Do Day-to-day

  • Primarily responsible to work on quality process implementation and improvement.
  • Contribute in the design of call monitoring formats and quality standards
  • Perform weekly, bi-weekly or monthly call monitoring and provides feedback to the manager
  • Use quality monitoring system to compile and track performance at team and individual level
  • Participate in customer and client listening programs/sessions to identify customer needs and expectations
  • Provides actionable data to various internal support groups as needed
  • Coordinates and facilitates call calibration sessions for Customer Service Representatives
  • Provides feedback to contact center team leaders/supervisors and managers and suggest improvement measures
  • Prepares and analyzes internal and external quality reports for management review
  • Defines SOPs and scripts for Customer Service Representatives
  • Contributes in refining details and standardizing procedures and scripting to assure consistency
  • Provides training, coaching, feedback and assistance to CSRs to ensure they understand new policies and procedures or product/service updates for quality
  • Participates in all training & development activities
  • Must be reliable and adhere to set schedule and demonstrate flexibility for the given shift timings.
  • Responsible for information security tasks within own work scope

Language Skill Set

Monolingual (English) or Bilingual (English and Spanish) positions available

Knowledge, Skills & Personal Characteristics

  • Quality inspection, auditing, and testing experience preferably in a Call Center/Contact Center environment.
  • Good understanding of customer service best practices
  • Ability to work in a team environment and adapt to changing workload and circumstances effectively as well as respond to new information quickly
  • Strong computer skills including Microsoft Office
  • Ability to work in a team environment and adapt to changing workload and circumstances effectively as well as respond to new information quickly
  • Good verbal and written communication skills.
  • Data collection, management and analysis skills
  • Strong analytical, organization and time management skills; ability to multi-task and follow up

i2c Inc


Bennington, NE
68007 USA



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