QA Analyst - Call Center

Full Time
Louisville, KY
Posted
Job description

QA Analyst - Call Center


Who We Are

At WSP, we are driven by inspiring future-ready pioneers to innovate. We’re looking to grow our teams with people who are ready to collaborate in building communities and expanding our skylines. To do this, we hire candidates of all experiences, skillsets, backgrounds and walks of life. We actively foster a work environment and culture where inclusion and diversity is part of our fundamental structure. This is delivered behaviorally, through our policies, trainings, local partnerships with professional diverse organizations, internal networks and most importantly with the support and sponsorship of our leaders who help drive our commitment to an inclusive, diverse, welcoming and equitable work environment. Anything is within our reach and yours as a WSP employee. Come join us and help shape the future!


WSP is seeking a full-time QA Analyst in the Louisville, KY area.

At WSP, we are driven by inspiring the right people to be part of our future-focused business objectives. We are looking for motivated QA Analysts to support our client’s growing needs – talent is the essence of meeting our client’s needs. We want to continue to build our team with people willing to solve problems, expand solutions, and challenge the status quo. As our industry needs grow, our team has the potential to grow and support our communities and agencies in new ways. Our devotion to teamwork has allowed us to build communities and expand our skylines. Here at WSP, anything is within our reach and yours as a WSP employee. Come join us and help shape the future!


This role will be onsite in the Louisville, KY area and starting pay is around $21/hr with full benefits.


This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.

DUTIES AND RESPONSIBLITIES

· Responsible for monitoring and evaluating the quality of customer interactions to include, but not limited to, inbound
telephone calls, emails, mail and walk-in customers according to approved procedures.
· Lead calibration sessions to ensure consistent quality.
· Participate in User Acceptance Testing.
· Prepare daily/weekly/monthly reports to distribute to management.
· Able to assist with training for system implementations/updates.
· Available to assist with inbound telephone calls as needed to satisfy business needs.
· Achieve and maintain departmental performance standards.
· Analyze data to identify patterns, trends and anomalies.
· Interpret/explain data to solve problems.
· Complete internal quality assurance on all required staff each month.
· Maintain accurate QA tracking spreadsheets.
· Correctly score evaluations.
· Maintain up-to-date documented procedures.
· Follow up to supervisor disputes in a timely fashion.
· Adhere to WSP’s Code of Conduct and related policies and procedures.

QUALIFICATIONS

· Previous QA experience in a call center or in-person customer contact center desired, but not required.
· Knowledge of MS Office, Windows, proficient typing skills, and excellent phone a customer service skills.
· Ability to effectively communicate with customer service representatives, internal departments, client personnel and management.
· Ability to work independently and prioritize tasks with a high level of attention to detail.
· Capable of working in a fast-paced atmosphere subject to frequent changes.
· Professional demeanor, dependable and able to maintain confidential information.
· Proven track record of upholding workplace safety and ability to abide by WSP’s health, safety and drug/alcohol and harassment policies.

PHYSICAL DEMANDS

· Primary sedentary physical work requiring the ability to lift and carry up to 10 pounds.
· Vision for reading, recording and interpreting information.
· Frequent speech communication, hearing and listening to maintain communication.
· Frequent hand/eye coordination to operate computer keyboard and office equipment.
· Ability to access, input and retrieve information from the computer.

Additional Requirements

  • To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

Additional Details

  • Travel Required: N/A - No travel required
  • Job Status: Regular
  • Employee Type: Full
  • Primary Location: LOUISVILLE - BLUEGRASS PKWY
  • All locations: US-KY-Louisville

About WSP

WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper. www.wsp.com

WSP provides a flexible, agile and hybrid workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.

At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?

WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.

The selected candidate must be authorized to work in the United States.

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