Make $25/hour listening to phone calls at home without talking!
Call Center Operations – Quality Assurance Analyst at ClearCaptions
ClearCaptions is a technology service company that utilizes groundbreaking automatic speech recognition, human captioning, product development, and customer center marketing, sales, and service to deliver and easy to use products to their mostly senior customer base.
Position Summary:
The Quality Assurance Analyst position is an exciting, multi-faceted position that requires an effective candidate with varied skills and abilities. The Quality Assurance Analyst will perform tasks involving quality assurance, training, and training assistance, reporting and ad-hoc support for our product. The Quality Assurance Analyst will analyze, evaluate performance, develop scripts, and audio files. The Quality Assurance position will interact with teams in several different locations in and outside of the country. This position best suits someone who enjoys working on their own setting goals and consistently meeting them.
What you will do:
- Work independently with little daily oversight or supervision. Must exercise sound business judgment in matters that directly affect the company’s compliance with FCC regulations.
- Assist in design, development and implementation of advanced tools with regards to a national and international quality assurance program.
- Work collaboratively and with decision making power inter-departmentally (and with employer’s customers) on various projects.
- Write test scripts, perform mock test calls, and remotely monitor calls.
- Evaluate calls via Remote Monitor/Scripted Calls/Recorded Calls.
- Discern meaning from listening to a variety of accents, regional dialects and areas of knowledge.
- Participate in calibration sessions for call center staff.
- Provide feedback to team and call center team leaders and managers.
- Subject Matter Expert on quality tools.
- Plan, implement, and/or participate in calibration/QA activities.
- Analyze data to identify patterns, trends, anomalies, create reports, and interpret/explain data and to solve problems.
- Set your own schedules and meet deadlines on a daily, weekly and monthly basis to meet business/team/individual goals (non-adherence based scheduling).
- May be required to use personal, independent judgment and discretion in matters directly impacting agents’ employment status. These matters include but are not limited to quality and SLA standards, programs and procedures run in the call centers, matters of FCC compliance as well as confidentiality and ethics.
- Must support the business 24/7 which will regularly involve duties outside of their regular work hours. Primary business hours are M-F; however, some activities may be required outside of normal business hours.
- Use independent judgment to implement improvement programs with various subcontractor companies which impact ClearCaptions.
- May provide oversight and implement procedures for recruitment and hiring activities of the subcontractor call centers.
The kind of people we look for:
- Versatile people who thrive on variety and challenge.
- Excited about working in a fast-paced environment.
- Innate problem solvers who want to grow in a flexible, collaborative culture.
- Takes initiative, pushes boundaries, motivated to innovate.
Qualifications:
- Associate or bachelor’s degree preferred but not required.
- Direct work experience in quality assurance preferred.
- Proficient in Microsoft Office/Office 365 products. Intermediate knowledge of Excel preferred, including the ability to extract raw data from multiple sources to create reports.
- Excellent English language written and oral communications skills.
- Experience with the following is a plus:
- Captioning, Customer Service, Sales, Technical Support
- Process innovation and documentation production
- Knowledge of or previous experience with Salesforce software
Physical Demands:
Employees may experience the following physical demands for extended periods of time: Employees may experience the following physical demands for extended periods of time:
- Sitting, standing, and walking (95-100%).
- Keyboarding (70-90%)
- Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%).
Work Environment:
100% Remote: Work environment is primarily indoors at home, customer or vendor site, or other business meeting venue, exposure to all types of weather and temperature conditions during travel, and exposure to hazardous driving and traffic conditions. Travel (up to 5%) may include overnight and out-of-state travel.
Compensation:
$22.00/hr to $26.46/hr with consideration to experience and geographical location. Please see www.clearcaptions.com/careers for an overview of our generous benefits program.
Interview Questions:
- Are you a dog person?
- What type of management style do you prefer?
- How do you deal with conflict?
- Tell me about your experience.
- Why ClearCaptions?