Call Quality Analyst

Responsibilities

• Evaluating a random sampling of technical support calls, as well as other customer contact methods.
• Ensuring compliance with prescribed client project standards, including adherence to standards, accuracy, customer experience, and contact handling efficiency.
• Providing one-on-one feedback to advisors.
• Interfacing with peers and team managers on best practices and advisor evaluations.
• Participating in Client and Management meetings and conference calls.

Qualifications

• High School Diploma or GED
• Dual skill in both mobile tech and tech
• Preference for exceptional performance history in the area of Quality Performance
• Coaching experience preferred
• Previous quality assessment experience preferred
• Knowledge of adult learning techniques preferred
• Understanding of Inbound/Outbound operations desired
• Familiarity with fundamental feedback and coaching skills desired
• Prior knowledge of Program Strategy strongly desired

Skills

• Understanding of fundamental feedback and coaching skills

Benefits

• Drug Screening and Background check required

Pay

TBD

Schedule

TBD