Quality Assurance Analyst job Wyomissing Pennsylvania
Quality Assurance Analyst job Wyomissing Pennsylvania
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Quality Assurance Analyst Job

Employer Name: SpiderID: 9302410
Location: Wyomissing, Pennsylvania Date Posted: 1/16/2020
Wage: $15 - $16.5 per hour Category: Secretary/Admin. Assistant/Receptionist
Job Code: 2020-19863

Job Description:


Quality Assurance Analyst

Are you passionate about customer service? Looking to build your career in an exciting industry and a growing world-class organization? Come see why so many of our team members recommend us to their friends!

Who are we?

Rentokil is proud to be a member of the Rentokil Steritech family of companies in North America. We pride ourselves on being a trusted partner to many of the world's leading brands across industries as diverse as manufacturing, distribution, retail, food service, and hospitality. We are extremely proud of our legacy of excellence and constantly work to enhance the value and impact of our services.

What do our Quality Assurance Analysts do?

The Quality Assurance Analyst serves primarily as a Quality Assurance Analyst for Rentokil NA's Inside Sales Department, reporting to the Director of Inside Sales. The primary objective of the Quality Assurance Analyst is to engage in the act of quality monitoring and scoring by listening to previously recorded calls and chats. Provide feedback for areas of finding and continuous education opportunities. Additionally, the Quality Assurance Analyst will also be responsible for the development, maintenance, and editing of quality monitoring forms, the aggregation, analysis, and thought-leadership associated with individual and group findings. Engage in the active listening and scoring of recorded and live telephone calls/chats for purposes of measuring quality.

  • Serve as a proxy administrator for Calabrio QM system

  • Utilize/export historical results for use in identifying, and communicating, trends and continuous education opportunities

  • Identify and propose new/revised quality metrics

  • Periodically provide executive grade "at-a-glance" updates on quality monitoring movement

  • Consistently prepare and furnish completed findings required for leadership to conduct regularly scheduled and recurring side-by-side observations with directs

  • Create and maintain library of objective observations that identify individual team members' strengths, weaknesses, suggestions, and opportunities for target based training

  • Assist, as requested, in the co-facilitation of continuous education opportunities for the CSC team members by way of sub-group sessions, workshops, and target-based training

  • Produce and maintain adhoc reporting needs as requested

  • Function as a subject-matter expert (SME) for departmental related process management

  • Execute other related responsibilities

What do we offer?

  • World class training of the latest industry best practices

  • Competitive compensation

  • Great benefits - Medical, Dental, and Vision, Employer-matched 401(k)

  • Paid vacation, holidays, and PTO days

  • Short and long-term disability

  • Life Insurance

What do you need?

  • High School diploma or GED required

  • Minimum of 1 year in Customer Service at Rentokil and/or minimum year in a previous Quality Analyst role

  • Critical thinking and problem-solving skills

  • Well organized with good communication skills

  • Must pass pre-employment background screen and drug test

We are looking for individuals who want to make a difference where our customers live and work. Is that you?

We are Proudly an Equal Opportunity Employer!
EOE AA M/F/Vet/Disability

Link to Federal employment poster:

Pay Transparency Nondiscrimination Provision

Job Criteria:
Start Date:
Position Type: Full-Time Permanent
Years of Experience Required:
Education Required:
Overnight Travel:
Vacation Time:

Contact Information:
Contact Name: Ehrlich Company Type:
Company: Ehrlich

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