Sr. Operations Quality Analyst

Job Description

ADP is hiring an Sr. Operations Quality Analyst. In this position you will responsible for providing “in-depth” subject matter expertise and or second tier support to our call center operations team and the supporting technology that is used with our Wisely call centers. Role will involve designing, implementing and uniform QA testing of the call center telephony system, IVR system, Chat and Chat Bot functionality and ensuring that all channels of communication for the Wisely card holder are executing as required with no defects. Role will have full quality management over the call center back end technology. Role will involve project-oriented assignments. Typically maintains deep subject matter expertise in all areas of the technology and channel functionality (Genesys IVR, Calabrio Voice Recording, Cimplicity, Virtual Assistant, Mobile App) as it pertains to the Wisely Pay Card and the accompanying lines of business. Maintains effective verbal and written communications with all parties. Role will interface with our CAET/GPT/Product and Dev Op’s teams on regular basis. Role will also collaborate and work closely with our BPO to ensure all data centers and telephony systems are running efficiently and are part of the QA analytics.

Explore our COVID-19 page https://jobs.adp.com/covid19/ to understand how ADP is approaching safety, travel, the hiring interview process, and more.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.