Quality Analyst - Indianapolis, IN or Lawrenceville, IL - (Indianapolis, IN)

Welcome to 1 of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.SM The Quality Analyst will be responsible for all aspects of quality assurance within the Customer Service job family. Conducts audits and provides feedback to reduce errors and improve processes and performance. Key responsibilities : Analyze current sales processes and identify gaps or defects to improve overall effectiveness Define / recommend process improvements to meet current and future sales needs/standards Ensure that customer needs are being met by current processes (e.g., review recorded agent conversations, identify / communicate opportunities for improvement) Ensure appropriate usage of available resources by agents to respond to callers (e.g., applicable scripts, Subject Matter Experts)