Hybrid Call Center Quality Assurance Analyst

Keefe Group, LLC; Missouri; Hybrid; USD 45,000 - 65,000; Full time

Job summary

Keefe Group, LLC in the St. Louis metro area is hiring a Quality Assurance Coordinator in a hybrid role. You will monitor calls to ensure quality, identify agents not meeting standards, and coach as needed, reporting to the Call Center Manager.

The position requires a high school diploma (Bachelor's preferred) and 1–2 years of CSR or contact center experience. Familiarity with Cisco phones, CSI/Virtual Observer, and Microsoft Office is a plus. Full benefits are included.

Qualifications

• High school diploma or equivalent required.
• Bachelor's degree preferred.
• One-year CSR training experience preferred.
• Two years customer-service experience preferred.
• Experience monitoring contact center calls.
• Experience with Cisco phone systems.
• Knowledge of CSI/Virtual Observer.
• Excellent editing and proofreading skills.
• Excellent problem-solving and service recovery skills.
• Experience with Microsoft Office Products: Word, Excel, Outlook and PowerPoint.
• Maintain confidentiality.
• Experience in training on computers and technical procedures.

Responsibilities

• Monitor recruiting calls to ensure quality standards are met.
• Help identify agents not meeting quality standards and recommend necessary coaching.
• Use quality scorecards.
• Identify trends or opportunities and make recommendations for changes and improvements.
• Develop all training materials.
• Build scripts for calls and recordings, working with upper management.
• Be the back up to management.
• Other responsibilities as determined by our needs.

Skills

CSR training experience

Customer-service experience

Call monitoring

Editing & proofreading

Problem-solving

Confidentiality

Training on computers and technical p

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Cisco phone systems

CSI/Virtual Observer

Microsoft Office Suite

Job description

Keefe Group, LLC in the St. Louis metro area is hiring a Quality Assurance Coordinator in a hybrid role. You will monitor calls to ensure quality, identify agents not meeting standards, and coach as needed, reporting to the Call Center Manager.

The position requires a high school diploma (Bachelor's preferred) and 1–2 years of CSR or contact center experience. Familiarity with Cisco phones, CSI/Virtual Observer, and Microsoft Office is a plus. Full benefits are included.