Address: 1600 W. Monroe St. Phoenix, AZ 85007

Salary: 47,563 

Grade: 20

Closing Date: Open Until Filled

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

The Call Center Quality Analyst is responsible for measuring compliance against call center phone standard expectations for Call Center Representatives behavior to improve the taxpayer experience. This role utilizes the Call Center Quality Assurance scoring tool to evaluate Call Center Representatives’ behavior when handling phone calls and other taxpayer business communications, such as Live Chat and emails. This role also provides support towards continuous improvement of Call Center Representatives, and also provides support to management in identifying trends, training opportunities, and supporting agency development objectives.

For more information, please refer to the attached job description.

Education & Experience
Any combination that meets the knowledge, skills and abilities (KSA); typical ways KSAs are obtained may include but are not limited to: a relevant degree from an accredited college or university such as Associate’s Degree (e.g., A.A.), training, coursework, and work experience relevant to the assignment.
- Minimum of four years related experience and/or training as a quality assurance analyst for a call center

Licenses & Certifications
- None

Knowledge/Understanding
- Knowledge of principles and processes for providing customer and personal services
- Knowledge of key performance indicators, such as Calls Per Day (CPD), Average Handle Time (AHT), Quality Assurance Scores (QAS), First Call Resolution (FCR), and Voice of the Customer (VOC)
- Knowledge of call center workflows, escalation procedures, and agency roles
- Knowledge and familiarity with Call Center Quality Assurance scoring tool

Skills
- Strong verbal, written, and listening communication skills
- Strong skills to provide constructive feedback, clearly articulate observations/concerns, and effectively document findings
- Strong service-centric orientation in the delivery of support and services to taxpayers
- Strong organization and time management skills with the ability to make measurable progress on several tasks simultaneously and work in high-pressure situations
- Strong interpersonal skills and demeanor
- Proficient in the use of a PC/laptop in a Windows environment; in the use of the Internet; and in the use of Google Suite applications such as Gmail, Sheets, Docs, and Drive
- Proficient in the use of call recording and quality monitoring platforms
- Skilled in the customer service technique of conflict de-escalation and resolution

Abilities
- Ability to clear a comprehensive background and clearance process that includes an Arizona tax compliance verification, and a criminal background check through the FBI via level one fingerprint clearance through the Arizona Department of Public Safety
- Ability to interpret data from call recordings, customer feedback, and quality monitoring software to identify trends and areas for improvement
- Ability to provide feedback and coaching to Call Center Representatives to improve their performance while maintaining a positive team environment and culture
- Ability to work with a high degree of autonomy and also participate collaboratively as part of a team
- Ability to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner
- Ability to apply customer service principles, practices, and theories to real work business challenges
- Ability to understand and solve problems by applying intermediate analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying and synthesizing the data into fundamental issues; from the information, identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and, identifying the options and solutions for addressing the problems analyzed.
- Ability to learn and apply LEAN concepts, principles, and tools
- Ability to learn and apply existing and new tools related to the role
- Willingness and ability to embody ADOR’s core values of Do the Right Thing, Commit to Excellence, and Care About One Another

Additional Job Demands
- In the course of performing the essential duties one must be able to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
- No substantial exposure to adverse environmental conditions (such as in typical office or administrative work.)

- Associates or Bachelors Degree in Business Administration, or a related field
- Experience with Continuous Improvement, Six Sigma and/or LEAN
- Bilingual in English and Spanish

The final candidate will be required to abide by the the following pre-employment checks:

- Employment Verification and Reference Checks
- State and Federal Criminal Background Check, including fingerprinting
- Arizona Tax Filing Records Check
- If applicable, ASEDRA Authorized Driver Identification Check

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The State of Arizona provides a world class comprehensive benefits package including:
- Paid time off for holidays, sick days, annual leave, military leave, bereavement leave, and civic duty leave
- Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
- A robust and affordable insurance plan that includes medical, dental, vision, life insurance, short-term, and long-term disability options.
- Higher education discounts for State employees and tuition reimbursement up to $5,250 per fiscal year, available to seek further career advancement or certification in Continuing Professional Education.
- Work-life balance and additional options for life betterment such as the Infant at Work Program, State Wellness Program, Public Transit Discounts, Alternate Work Schedules, and Telework opportunities.

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Top ranked Arizona State Retirement System (ASRS) provides 100% employer matched contributions (enrollment eligibility will be effective after 27 weeks of State employment). ASRS provides a lifelong benefit based on years of service earned, or worked, and your ending salary. Learn more about ASRS at: https://www.azasrs.gov/content/new-and-prospective-members.

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting the Human Resources Talent Team. Requests should be made as early as possible to allow time to arrange the accommodation.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.

If you have any questions, please contact the ADOR Human Resources office at talentgroup@azdor.gov.