Get paid to review phone calls online without talking!
Call Center Quality Assurance Specialist at HungerRush
Job Overview
At HungerRush, our commitment is to revolutionize restaurant services. One of our products, OrderAI, is growing rapidly and as a result, the OrderAI team is also expanding. With this growth comes added complexity. The OrderAI Call Recording Full-time Auditor plays a vital role in ensuring the accuracy, quality, and compliance of recorded calls within the OrderAI system. Attention to detail, analytical skills, and understanding of call center operations will contribute to maintaining high standards of service and enhancing customer experiences. The position will be responsible for reviewing and evaluating recorded calls, identifying areas of improvement, and providing actionable feedback to optimize performance and operational efficiency.
This is a remote role but may not be performed in the following states: California, Colorado, Maine, Minnesota, New York, Ohio, Pennsylvania, Washington D.C, or Washington. Access to an office space is available in Overland Park, KS and Houston, TX.
Essential Responsibilities and Duties
- Growth Mindset: OrderAI is an ever-evolving product within HungerRush. A growth mindset and flexibility is essential to success.
- Call Quality Evaluation: Listen to recorded calls to assess call quality, agent performance, adherence to scripts, and compliance with company policies and procedures.
- Data Accuracy: Verify that information provided during customer interactions is accurate and complete, highlighting any discrepancies or errors.
- Performance Metrics: Analyze call metrics, such as call handling time, call disposition, order conversion rates, and customer satisfaction scores, to identify trends and opportunities for enhancement.
- Feedback and Coaching: Provide constructive feedback to agents and supervisors based on evaluation results, offering guidance on improving communication skills, product knowledge, and customer interactions.
- Documentation: Maintain accurate records of call evaluations, highlighting key observations, recommendations, and areas of concern.
- Reporting: Generate regular reports summarizing audit findings, performance trends, and areas requiring further attention.
- Experience Improvement: Provide constructive feedback to help enhance the customer experience and the product functionality.
- Training Support: Collaborate with training teams to develop training materials and resources based on common trends and improvement areas identified during audits.
- Continuous Improvement: Contribute to the continuous improvement of call center processes by sharing insights, best practices, and suggestions for enhancing customer interactions.
Qualifications
Minimum Qualifications:
- High school diploma or equivalent.
- 2 years of experience in call center operations or service-related fields.
- Basic proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
- Familiarity with call recording systems and quality evaluation tools.
- Strong interpersonal skills for effective communication and collaboration.
Preferred Qualifications:
- Certification in call quality evaluation or related field.
- Experience with OrderAI or similar AI-driven call center systems.
- Previous experience as a call center agent or supervisor.
What you need for this position
- Knowledge of the Restaurant/Hospitality Industry: A strong understanding of restaurant operations, customer interactions, and order-taking processes.
- Knowledge of Call Center Dynamics: A strong understanding of call center operations, customer interactions, and call handling processes.
- Attention to Detail: Meticulous attention to detail to accurately assess calls and detect inconsistencies or errors.
- Passion for Success: As the product grows and assignments shift, the team will be relying on your expertise to help make other ventures successful.
- Analytical Skills: Proficiency in analyzing call data and metrics to identify patterns, trends, and opportunities for improvement.
- Communication Skills: Excellent written and verbal communication skills to provide clear and constructive feedback to agents and teams.
- Time Management: Strong organizational skills to manage and prioritize multiple tasks and evaluations within set timeframes.
- Adaptability: Ability to adapt to changing priorities and evolving call center requirements.
- Problem-Solving: Effective problem-solving skills to address challenges and recommend solutions for enhancing call quality.
- Team Collaboration: A collaborative approach to work with cross-functional teams, including agents, supervisors, and training teams.
Humanatic
At Humanatic, you can get paid to review calls and help companies improve their customer service and sales.
Here, would be an independent contractor that is paid up to $4.50/hour via PayPal.
There is no experience or degree required.
Also, you can apply worldwide.
Call Center Quality Assurance – Healthcare at OmniCare365
Provide Quality Assurance support for a Healthcare client through random call audits using recordings, live calls, chat, email and any other method of communications. Compile trends and behavioral data on strengths and deficiencies, continuously communicating results and details to the organization, often real-time. May provide feedback and coaching.
Benefits offered
- Paid Time Off
- Dental, medical, vision, life insurance
Must be able to pass a background check and 9 panel drug screening.
Essential Functions
· 85% of time: Monitor customer interactions using structured processes and provide coaching and feedback to representatives.
· Ensure quality processes and standards are documented and followed, keeping accurate and organized records.
· Contribute to and support improvement initiatives.
· Providing daily/weekly/monthly reports around quality, trending and improvement suggestions.
· Weekly scheduled phone support.
· Lead or participate in weekly calibration meetings and other related meetings to discuss the quality program.
· Lead and participate in other projects and duties as assigned.
Education and Experience
· Same or equivalent work experience of quality assurance within the call center industry.
· Minimum of 2 years’ experience in a call center environment with healthcare and minimum of 1 year experience with call center QA.
· Hands-on experience with phone systems, functions and reporting.
· Demonstrated effectiveness in communication.
· Technical ability to create reports and use data to make effective decisions.
· Positive outlook, customer centric, high energy, level headed, flexible, problem solver required.
· Flexible schedule required (mid-shift/evenings/weekends)
***Internal applicants must be an advocate for a minimum of six months, meeting KPI's and no disciplinary actions within the last six months.
Job Type: Full-time
Pay Type: Hourly
Work environment:
· Office
· Computer usage
· Sedentary
· Flexible shift required
Communication method(s) used:
· Phone
· Chat
Job Type: Full-time
Pay: $17.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Holidays
- Overtime
- Weekends as needed
Experience:
- health: 2 years (Required)
- call center: 2 years (Required)
- Quality assurance: 1 year (Required)
Work Location: Remote