Quality Analyst

Michael & Associates, Attorneys At Law, is a criminal defense law firm based in Austin, Texas. We are a boutique firm that provides high-end, white-glove legal representation to clients facing criminal charges anywhere in the state of Texas. Our firm is equipped to handle any criminal offense, no matter how large or small; from petty theft to murder. Clients who choose Michael & Associates are seeking the best of the best, and they expect to receive what they pay for.

We're seeking an experienced Quality Analyst to conduct comprehensive quality assurance on calls, tasks, and evidence reviews.

Duties and Responsibilities:

• Quality Assurance Monitoring: Conduct regular evaluations of calls, transactions, or other interactions between agents and our clients to ensure adherence to quality standards and compliance with client requirements.
• Performance Analysis and Feedback: Analyze quality evaluation data to identify trends, patterns, and areas for improvement in agent performance. Provide constructive feedback and coaching to agents to help them improve their quality metrics.
• Process Improvement Initiatives: Identify opportunities for process improvement and optimization to enhance quality, efficiency, and client's satisfaction. Collaborate with relevant stakeholders to implement changes and drive continuous improvement.
• Training and Development Support: Assist in the development and delivery of training programs for agents to ensure they understand quality standards, procedures, and client expectations. Provide support and guidance to agents as they work to improve their performance.
• Quality Reporting and Documentation: Prepare and present regular reports on quality performance metrics, trends, and outcomes to management and clients. Maintain accurate documentation of quality assurance activities, findings, and actions taken to address quality issues.

• We are looking for someone who has at least 3 years experience doing quality assurance in a call center setting.
• We are seeking candidates with highly effective English communication skills, both written and verbal, to ensure successful collaboration with our diverse team and stakeholders. Fluency close to native-level proficiency is preferred.
• Knowledgeable in using MS Excel and Google Suite
• Must have your own laptop or PC, a high-quality headset, high-speed internet, and a backup connection
• Must be available to work any time between 8 AM to 8 PM Central Time, Monday to Sunday (we will collaborate to determine a 5-day schedule)