Contact Center Quality Analyst at Conexon
Description
The Contact Center Quality Analyst (QA) performs call monitoring, identifies employee performance gaps, and provides actionable insight backed by trends in the data to ensure that our phone agents provide customers with 5 Star Customer Service. The QA will score calls based on the current quality assurance guidelines and assist the leadership team in identifying areas of opportunity. The ability to work both independently and as part of a team, to pay strong attention to detail, and to have solid time management skills will be crucial in this role.
Note: Bilingual in English and Spanish is a plus.
Requirements
Requirements
Responsibilities and Essential Job Functions include, but are not limited to:
- Monitor a predetermined amount of calls on a weekly basis
- Manage timelines to ensure all agents receive timely feedback
- Track trends and develop reports
- Work with leadership to identify areas of opportunity for improvement in processes and procedures
- Make recommendations to Operations Management staff
- Host and/or participate in call calibration sessions regularly to ensure that all responsible parties are monitoring calls in a consistent manner
- Work with Operations Management team to brainstorm solutions
- Stay appraised of new processes and technology
- Other duties as assigned
Job Skills and Qualifications:
Required:
- Excellent problem solving, organizational, written, & verbal communication skills
- Proficient in Microsoft Outlook, Word, Excel, and PowerPoint
- Must have excellent phone skills & etiquette
- Detail oriented with ability to focus on the specifics of each call
- Adaptable/flexible with ability to frequently shift direction and priorities
- Dependable and reliable
- Autonomous/Independent with ability to work with minimal direction
- Critical thinking skills and ability to use sound and reasonable judgement when coming to conclusions regarding scoring
- Internal Candidates should be in good standing with no corrective action in place, attendance within acceptable guidelines and consistently meeting standards of our 5 Star Service model
Preferred:
- Telecom industry experience a plus
- Bilingual in both English and Spanish
- Previous customer service/or technical support experience
- Physical Requirements: Sit for extended periods of time,
Company Benefits Include:
- Paid time off
- Full benefits (i.e. health, dental, and vision)
- Life insurance
- Long-term and short-term disability insurance
- Retirement benefits
Normal office conditions, some irregular hours may be required. Majority of time spent on the computer and phone.
Currently hiring for: full-time
Quality Assurance Specialist at Alpine Home Air
In this position, you will help our teams achieve consistent service that ‘wows' our customers by reviewing customer interactions, holding the team accountable to high performance standards, and providing coaching. You will grade interactions with customers to determine if customers received genuinely helpful service. Your call and chat reviews will help our team improve through feedback and accountability. Your assessments and helpful comments will allow team members to grow and thrive within their roles and will help give our customers a consistently exceptional experience.
Responsibilities
- Review inbound and outbound calls for teams for quality assurance according to our metrics
- Review chat logs for team members for quality assurance.
- Provide coaching to individuals and/or team based on call/chat reviews
This is a fully remote position. It is not a flex-time position – it is consistent dedicated work during scheduled hours.
Requirements
- Ability to make thoughtful decisions
- Active listening skills
- Appreciation for research
- A good balance of left and right-brained thinking
- Can hold people accountable to high standards
- Strong attention to detail with a precision-mindset
- Must have high-speed internet, a quiet workspace without family or pets in the room and a back-up plan for power or internet outages (we provide all computer and headset equipment)
Benefits
- Competitive compensation, DOE
- Group health insurance plus health savings account, 401k, paid time off, paid holidays, life insurance, short-term disability and more
- Paid educational and professional development training
- Work-from-home (remote)
- All computer equipment and training are provided
Humanatic
See my full Humanatic review here.
At Humanatic, you can help review calls for clients that are trying to improve their customer service or sales call performance.
You can get paid up to $4.50/hour via PayPal and there is no experience required.
Also, you can get hired from many different countries worldwide and work when you want.