Quality Assurance Associate- Customer Service - (Windsor, CT)

I. Position description Under general supervision, drive day-to-day management of quality programs within the organization's contact center and back office service teams. Provides data analysis, coaching and business solutions in order to achieve internal quality goals and enhance end-to-end quality of services provided to the client base. Generally focuses on customer service interactions, set-up and maintenance activities and project services. II. Essential Duties and Assignments include the following: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned. * Responsible for overseeing quality activities to ensure success against quality KPIs, including the quality associated with inbound call and email customer interactions, updates to existing customer services and set-up of new customer services.