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POST DATE 9/15/2016
END DATE 11/10/2016
JOB DESCRIPTIONWe are currently seeking a Quality Analyst that monitors and evaluates, via a variety of call recording and scoring tools, the quality and content of inbound and/or outbound telephone calls and provides feedback.
Provides continual feedback and information data to management for improvement of call handling skills across multiple products and clients. Maintains thorough and complete performance service level reports, provides QC reports weekly and monthly, provides updates to the operations team, and maintains and verifies the consistency of quality standards. Conduct monthly audit processes to remain compliant ? language line/Florida Relay.
Communication skills are critical. Position involves the ability to work at a desk while using a telephone/headset and computer to talk and correspond with employees, Management, corporate contacts as well as customers and clients. Must possess strong analytical, organizational, and time-management skills. Must be able to maintain a very high level of confidentiality and professionalism in working with both new and existing staff.
Prior Supervisory/Management experience with an emphasis on quality assurance.Prior Quality Assurance / Quality Monitor experience in a Call Center atmosphere
We are an equal employment opportunity employer and will consider all qualified candidates without regard to disability or protected veteran status.
Knowledge of Five 9 and SalesForce
Require a minimum of two bilingual analysts out of the total 6 required.