Student Quality Assurance Analyst

EAW is seeking a Student Quality Assurance Analyst for Discover Financial Services (DFS), who can use operational and analytical expertise to assist the organization to exceed our clients quality expectations. The successful candidates will be customer obsessed, detail oriented, with strengths in taking an unbiased approach and analytical thinking. This individual will be required to dive deep into situational details and will insist on the highest standards in every assigned task. Essential Functions

• Support and communicate with operations and training stakeholders by providing critical insight, escalations and reporting to meet both internal and client requirements.
• Listen to recorded or live call interactions (outbound) to assess the students adherence to the clients compliance policies and procedures.
• Evaluate calls to ensure proper call handling, use of workflows and compliant tool usage.
• Conduct coaching and feedback sessions based on evaluation results.
• Identify quality alerts such as trends, compliance or quality defects based on evaluation data.
• Attend or conduct calibration meetings with the internal team and client to ensure consistency and accuracy of the evaluation process.
• Assist the training team in standardizing onboarding processes and up-skill training material.
• Per guidance from quality leadership, the analyst will be responsible for accurate and timely reporting on a rolling basis; track and maintain quality key metrics, evaluations, and coaching records; report quality assurance process changes to stakeholders.
• Quality analysts are subject to an audit for development purposes; assist in the maintenance of service levels by providing phone coverage if necessary.

Minimum Job Requirements

• Bachelors or associate degree in a business-related field preferred.
• At least 1 year of experience in DFS call center environments.

Specific Skills

• Excellent oral, written, and interpersonal communication skills.
• Ability to remain unbiased, professional, and consistent in their finding.
• Exceptional attention to detail and analytical skills.
• Demonstrated ability to work well in a team environment.
• Attitude and ability to providing exceptional customer service.

Specialized Knowledge, Licenses, etc.

• Intermediate level of knowledge/familiarity with PC hardware and software.
• Advanced Excel proficiency- must be able to add/edit/remove formula-based rule formatting, data validations, and other fail safes to ensure reliable analytical output.
• Strong knowledge of customer care processes and techniques.

Working Conditions

• This job operates in a clerical, office-based setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Non-exempt AFFIRMATIVE ACTION PLAN / EQUAL EMPLOYER OPPORTUNITY (AAP/EEO) STATEMENT:
Education at Work (E@W) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, E@W complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. EAW expressly prohibits workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of E@Ws employees to perform their job duties may result in discipline up to and including termination of employment.
THE AMERICANS WITH DISABILITIES ACT OF 1990 (ADA) PROHIBITS DISCRIMINATION IN COMPENSATION AND EMPLOYMENT OPPORTUNITIES AGAINST QUALIFIED INDIVIDUALS WITH DISABILITIES. TO DETERMINE WHETHER AN INDIVIDUAL IS QUALIFIED, THE ESSENTIAL FUNCTIONS OF EACH JOB MUST BE IDENTIFIED. ESSENTIAL FUNCTIONS ARE THOSE THAT ARE INTRINSIC TO THE POSITION AND THAT THE INDIVIDUAL(S) WHO HOLDS THE JOBS MUST BE ABLE TO PERFORM WITH OR WITHOUT REASONABLE ACCOMMODATION.