The Quality Assurance Analyst role is focused on completing the daily functions required to support the Quality Assurance function of the Contact Center by completing the list of job duties provided below or as assigned.

Essential Job Functions:

• Participates in design of call/e-mail monitoring formats and quality standards.

• Participates in pro-active analysis of memberships, products and/or patterns.

• Uses quality monitoring data management system to compile and track performance at team and individual level.

• Participates in customer and client listening programs to identify customer needs and expectations.

• Provides actionable data to various internal support groups as needed.

• Coordinates and facilitates call calibration sessions for call center staff on Supervisor request.

• Provides feedback to call center team leaders, supervisors, managers and directors as needed.

• Assists in preparation and analysis of internal and external quality reports for management staff review on a Monthly basis (Internal = Call Center Management; External = Good Sam Member Service Clients)

• Implement Monthly: Agent/Supervisor/Enterprise Scorecard

Essential Job Skills:

• Three years of call center customer care experience, preferably in a membership/client environment.

• At least one year call monitoring experience.

• Excellent oral, written and interpersonal communication skills.

• Exceptional listening and analytical skills.

• Intermediate level of knowledge/expertise of PC software (Word and Excel).

• Strong knowledge of customer care processes and techniques, both inbound and outbound. Phone educate, soft skills, call protocol essential.

• Demonstrated ability to work well in a team environment.

• Dedication to providing exceptional customer service.

• Product and system knowledge major plus!

Pay Range:

$16.20-$19.24 Hourly

In addition to competitive pay, we offer Paid Time Off, 401(k), an Employee Assistance Program, Good Sam Roadside Assistance, discounts, paid parental leave (if eligibility is met), Tuition Reimbursement (if eligibility is met), and on the job training opportunities. Full-time associates are offered a comprehensive benefit package including medical, dental, vision and more! Part-time associates are offered access to dental & vision coverage! For more information please visit: www.mycampingworldbenefits.com

We are an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, veteran or uniformed service-member status, genetic information, or any other basis protected by applicable federal, state, or local laws.