• Call Monitoring, Quality Assurance Analyst

    Location US-PA-Glen Mills
    Job ID 2018-1052
  • Overview

    About Company:


    Connect America is the largest independent provider of medical alarms.   The Company is the largest provider in the Consumer segment and the fastest growing provider in the Healthcare segment offering a broad range of at home or on-the-go medical alarm and tele-health solutions to consumers, hospitals, home healthcare agencies, and healthcare professionals nationwide.  All Connect America medical alarms are sold nationwide, and protect customers 24 hours a day, 7 days a week. The Company is headquartered just outside Philadelphia, Pennsylvania in Bala Cynwyd, Pennsylvania and operates a sales center in Glen Mills, Pennsylvania.   Connect America is a leading marketer in the industry under the brand Medical Alert.  


    Be a part of our team as a Quality Assurance Analyst! By joining Connect America you will be provided exceptional training and on-going development to support your career growth. When you join the Connect America team you'll experience a culture dedicated to giving people the ability to achieve success. You will have an opportunity to be part of a future-focused team of innovative leaders.

    Connect America is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Connect America is a background screening, drug-free workplace.


    As a Connect America Quality Assurance Analyst, you will spend most of your time:

    • Ensuring accuracy of information and quality of delivery by monitoring telephone calls; recommending improvements.
    • Verifying results by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.
    • Evaluating approaches by rating effectiveness of the sales representatives; providing quality ratings; identifying training needs; developing training programs.
    • Documenting the call quality results and providing feedback and trend data to the Directors as required.
    • Contributing to team effort by accomplishing related results as needed.


    Minimum Qualifications

    • Bachelor's degree or equivalent experience in related industry.
    • 2+ years of experience in a quality assurance role
    • Prior supervisory or leadership experience preferred
    • Strong written communication skills. Excellent grammar, spelling, and sentence construction.
    • Must have familiarity with Internet software and Windows operating systems.
    • Demonstrated ability to rapidly gain product knowledge and effectively communicate it to agents.
    • Proficient in Word, Excel and PowerPoint for presentations and reports required.
    • Must be able to effectively communicate with agents, internal departments, clients and management.
    • Flexible, detailed, and able to successfully adapt to change.
    • Ability to work independently.
    • Excellent attention to detail.
    • Demonstrated ability to train and develop new and existing support agents


    Desired Skills and Experience

    • Listening, Internal Communications, Customer Service, Performance Management, Teamwork, Quality Management, Supervision, Motivation for Sales, Telemarketing , Telephone Sales, Product Knowledge
    • Experience developing and implementing QA programs
    • Proven ability to achieve and maintain departmental quality standards
    • Professional demeanor, dependable, and able to maintain confidential information


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