PrePass
Information Technology and Services
QualityAssuranceAnalyst
“Quality Assurance Analyst at PrePass. Skills: Quality assurance, Customer experience, Performance improvement. Conduct daily evaluations of customer interactions. Assess adherence to process accuracy”
Industry & Context.
Root cause analysis
What They're Looking For.
Must Have
High school diploma or equivalent, Three or more years of experience in quality assurance, customer service, or a related field, Ability to evaluate interactions against defined standards, Ability to clearly communicate performance expectations, Effective coaching skills, Ability to provide constructive, balanced, and supportive feedback, Ability to interpret scorecard criteria and apply them consistently, Bilingual in English and Spanish, Proficient in Microsoft Office applications
What You'll Do.
Conduct daily evaluations of customer interactions
Assess adherence to process accuracy
Assess adherence to policy compliance
Assess adherence to documentation standards
Ensure consistent application of scoring guidelines
Ensure consistent application of calibration standards
Deliver structured coaching sessions
Reinforce correct procedures
Support agents in closing performance gaps
Recognize positive customer experience behaviors
Highlight positive customer experience behaviors
Evaluate interactions with focus on customer satisfaction
Evaluate interactions with focus on communication quality
Evaluate interactions with focus on resolution effectiveness
Identify behaviors that impact CX metrics
Promote consistency in delivering positive customer experience
Promote consistency in delivering professional customer experience
Identify recurring issues through audit data
Identify error patterns through audit data
Identify process gaps through audit data
Provide insights supporting quality improvement initiatives
Provide insights supporting operational goals
Partner with leadership to improve agent experience
Partner with leadership to improve customer journey outcomes
Assist with customer interactions via phone
Assist with customer interactions via chat
Complete additional quality assurance tasks
Complete additional operational tasks
How You'll Work.
Team & Collaboration
Partner with leadership
Communication Scope
Communicate performance expectations
Applying for this Quality Assurance Analyst role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
ANONYMOUS · UNFILTERED
What do employees actually say about PrePass?
Real rants from real employees. Read before you apply.