Call Center CX & Quality Insights Analyst (Contract)

AmNet Services, Inc.; Irving (TX); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading technology solutions provider is seeking a Call Center Customer Service Professional in Irving, Texas. This role involves conducting call observations for quality assurance, analyzing customer experience data, and providing actionable recommendations. Candidates should have experience in customer service or quality assurance within a call center, strong communication skills, and the ability to work both independently and as part of a team. The position emphasizes attention to detail and maintaining high attendance.

Qualifications

• Experience working in VZ call center, quality assurance or customer service roles.
• Strong attendance is key to success and necessary to meet objectives.
• Bilingual candidates preferred.

Responsibilities

• Conduct call observations to deliver customer experience data and recommendations.
• Complete 100% of assigned observations ensuring productivity.
• Articulate findings and recommendations effectively.

Skills

Call center processes

Listening skills

Written communication skills

Oral communication skills

Attention to detail

Tools

Qfiniti

Nexidia

CoFEE

Job description

A leading technology solutions provider is seeking a Call Center Customer Service Professional in Irving, Texas. This role involves conducting call observations for quality assurance, analyzing customer experience data, and providing actionable recommendations. Candidates should have experience in customer service or quality assurance within a call center, strong communication skills, and the ability to work both independently and as part of a team. The position emphasizes attention to detail and maintaining high attendance.