Quality Assurance Analyst

Let's tomorrow, together.At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.Sound like the right fit? Your tomorrow looks bright at Ubiquity.Your Role:Ubiquity is hiring a Quality Assurance Analyst to join our growing team in Omaha, NE. The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers. The QA will monitor inbound and outbound calls and potential emails or chat responses (as needs arise within the company) to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer experience. This individual will also work closely with training and operations to provide support when needed. We’re made of something different.We act with empathy and urgency. We treat our clients, colleagues, and community like members of the family. We have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals – every person, in every role, for our company and our clients. Think you have what it takes? Join us!Specific Tasks:Participates in the design of call monitoring formats and quality standards.Performs call monitoring and provides trend data to the site management team. Uses a quality monitoring data management system to compile and track performance at team and individual levels. Performs monitors of call, chat, and email responses, depending on program needs. Participates in customer and client listening programs to identify customer needs and expectations. Provides actionable data to various internal support groups as needed. Coordinates and facilitates call calibration sessions for internal call center staff as well as external client calibrations.Provides feedback to call center team leaders and managers. Provides support to operations and training teams as needed through refreshers, phone time, review of escalations, etc.Elaborates and participates in weekly, monthly, and quarterly business reviews to review performance.Perform other duties as assigned.Knowledge, Skill Set & Qualifications RequiredIf internal, 6 months tenure within the company and program AND on target with current program’s metrics (for the last 3 months) & not on any disciplinary action.Excellent verbal, written, and interpersonal communication skills.Must be a self-motivator and self-starter.Exceptional listening and analytical skills.Solid time management skills.Must be able to effectively deal with people at all levels inside and outside of the company.Ability to work in teams. Must adapt well to change and successfully set and adjust priorities as needed.Advanced Excel/Google Sheets - Required.1-2 years of Quality Analyst Experience is a plus.The Perks.Life Insurance BenefitsMedical, Dental, and Vision BenefitsPaid Time OffRetirement BenefitsWhat We Do.Ubiquity delivers business process outsourcing and advisory solutions across customer service, technology, and operations. Focused on transforming the customer experience through data, applied science, and an unprecedented passion for people, Ubiquity offers deep industry and practical expertise across four continents on behalf of 150 brands and counting.We want you.We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone feels free to be their most authentic self.What we do.Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation, and is proudly certified as a Great Place to Work®.Come as U are, because U Matter at Ubiquity.We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone can contribute their ideas and feels free to be their most authentic self.