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HungerRush Call Center Quality Assurance Specialist
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.
Brightwheel Quality Specialist
Who You Are
Brightwheel is seeking an experienced Quality Specialist to join the Enablement Quality team. The Quality team is responsible for sales enablement through monitoring and grading Sales reps on quality, process adherence, and performance. This includes monitoring Sales calls throughout the lifecycle of a lead, assessing results, and producing actionable intelligence via reporting and coaching. The Quality team partners with Sales and Support leaders to ensure processes and results fit within the scope of our company’s mission and values. This is an important role within the Enablement ecosystem that ensures efficiency, productivity, and effectiveness where customer interactions are most critical.
You are an experienced Quality Specialist who has monitored hundreds or thousands of sales (or client-facing) calls. You have written quality reviews and generated reports that were valuable resources for your sales counterparts. You have a knack for all things Quality, including strategic level understanding and how and why Quality fits into the greater world of Enablement. You are a natural leader, thought leader, and Quality Subject Matter Expert. You are willing to roll up your sleeves and get it done, and lead the charge if called upon. You enjoy and have an aptitude for training and coaching others, and lead by example. You take personal ownership in the team’s missions and SLA, and always strive for perfect accuracy.
What You’ll Do
- Monitor sales cold calls, demos, and additional support calls for quality, process, and performance
- Produce concise, objective reports for each call review
- Identify trends and best practices as takeaways for Sales and CS leadership.
- Produce reporting and maintain system data as needed
- Create and sponsor Quality initiatives and training sessions
- Ensure team and personal KPIs are met or exceeded
- Be available to act as Team Lead or Trainer as needed
- Assist Quality Manager with program-level initiatives
- Review escalated calls as needed
Qualifications, Skills, & Abilities
- High-level ability to understand context and implication with an objective detachment
- Ability to review a high volume of calls each day without sacrificing focus or accuracy
- Demonstrated ability to produce error-free work against demanding deadlines
- Ability to review the work of others, including team members
- Ability to work independently in an isolated environment
- Passion for ownership of work and self-motivated to excel
- Knowledge of inside sales fundamentals (funnel, pipeline, close rate, etc.)
- Leadership experience a plus
- Familiarity with Early Childhood Education a plus
- Familiarity with brightwheel’s product and app is a plus
- 2+ Years of experience in Quality Assurance in a Call Center environment is a plus
$24.04 – $25.96 an hour
Brightwheel is committed to internal pay equity and offers a competitive compensation package, including base salary, equity, and benefits. In addition, our benefits package includes premium medical, dental, and vision benefits, generous paid parental leave, a flexible paid time off policy, a monthly wellness and productivity stipend, and a Learning & Development stipend.
Resource Innovations QA Analyst
Description
Resource Innovations is seeking a Quality Assurance (QA) Analyst to join our growing team. As a QA Analyst with Resource Innovations, you will play a key role and will focus on call monitoring and providing actionable insight and coaching. The QA Analyst will monitor inbound and outbound calls along with chat and email responses to assess communication accuracy, customer service performance, and conformity to RI policies and procedures. The QA Analyst will help develop, create, and implement contact center quality processes and procedures; as well as make recommendation for enhancements to training materials as needed to improve the overall Customer Experience. We are seeking mission driven and career minded individuals with previous supervisory or developmental experience.
Resource Innovations is a women-led organization offering software-enabled clean energy solutions for utilities as well as commercial, industrial, and residential energy customers. Our experts design and implement a suite of leading-edge services to support the rapidly changing industry through the clean energy transition. We leverage diversity across our team to accelerate energy innovation and make clean and sustainable energy more available, accessible, and affordable.
Duties and Responsibilities
- Participate in design of call monitoring formats and quality standards
- Perform call, chat and email monitoring and provides trend data
- Use quality monitoring data to compile and track performance at team and individual level
- Participate in customer and client listening programs to identify customer needs and expectations
- Provide actionable data to various internal support groups as needed
- Coordinate and facilitates call calibration sessions
- Provide feedback to call center team Reps and Supervisors
- Prepare and analyzes internal and external quality reports for management staff review
- Maintain a high energy, engaging, service culture
- Other duties as assigned
Requirements
- 2-3 years Call Center Experience
- At least an Associate’s Degree
- Outstanding customer service skills and dedication to providing exceptional customer care
- Must be self-motivator and self-starter
- Focus on quality and customer service
- Exceptional listening and analytical skills.
Benefits
Resource Innovations offers competitive salaries based on candidate's qualifications. Resource Innovations also offers three weeks paid vacation per year, paid holidays, a 401(k) plan with employee matching funds, a discretionary bonus and an overall comprehensive benefits package.