Quality Analyst, Call Center

Compri Consulting; United States; A distancia; USD 50.000 - 72.000; Jornada completa

Descripción de la vacante

Compri Consulting, Inc. in the United States is seeking a Quality Call Analyst for a client headquartered in Malvern, Pennsylvania.

This 6-month contract offers remote work and the potential for extension. You will interpret and implement QA standards, evaluate the adequacy of QA guidelines, identify training needs, investigate customer complaints, participate in audits, and analyze QA data with leadership.

Formación

• 2 to 4 years of experience in call quality assurance.
• Previous call center experience.
• Experience with NICE CXone or other call QA software.
• Intermediate computer skills, including proficiency in Microsoft Office.

Responsabilidades

• Interpret and implement quality assurance standards
• Evaluate the adequacy of quality assurance standards
• Identify training needs and organize training to meet quality standards
• Investigate customer complaints and non-compliance issues
• Document and participate in internal audits
• Develop and implement new quality assurance requirements that meet compliance guidelines
• Analyze QA data and take part in monthly calibration meetings with leadership

Conocimientos

QA experience

Call center

MS Office

Herramientas

NICE CXone

Descripción del empleo

Compri is looking for a Quality Call Analyst for our client headquartered in Malvern, Pennsylvania. This is a 6 month contract with possibility for extension. Fully remote.

Responsibilities

• Interpret and implement quality assurance standards
• Evaluate the adequacy of quality assurance standards
• Identify training needs and organize training to meet quality standards
• Investigate customer complaints and non-compliance issues
• Document and participate in internal audits
• Develop and implement new quality assurance requirements that meet compliance guidelines
• Analyze QA data and take part in monthly calibration meetings with leadership

Required Qualifications

• 2 to 4 years of experience in call quality assurance
• Previous call center experience
• Experience with NICE CXone or other call QA software
• Intermediate computer skills, including proficiency in Microsoft Office