Voice Quality Assurance Agent

Amigos Bpo LLC; United States; Remote; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health insurance (self & spouse)

In-house meals provided

Quarterly performance bonuses

Job summary

Amigos Bpo LLC is seeking a Voice Quality Assurance Specialist to monitor live calls, analyze interactions, and drive improvements in our US-based call center. The role requires strong listening skills, excellent English, and the ability to work night shifts.

You will score calls, provide feedback, participate in calibration, and prepare daily reports. A Bachelor's degree is preferred and at least 1 year QA experience in a BPO is required.

Qualifications

• Bachelor's degree preferred.
• Excellent English communication with a good ear for American vernacular.
• Willing to work night shift.
• 1 year QA call center experience required.
• Proficiency in MS Excel (stats/graphs).
• Strong listening and analytical skills.
• Fast and accurate typing.
• Adaptability and detail orientation.

Responsibilities

• Perform live call monitoring and provide trend data to site management.
• Daily evaluations of customer interacting departments.
• Attend QA meetings, trainings and workshops to stay aligned with updates and processes.
• Create and share daily productivity reports.
• Coordinate calibration sessions.
• Score calls according to evaluation criteria.
• Provide feedback to Sales reps, team leaders, and managers.
• Conduct feedback and training sessions for reps and resolve disputes.
• Prepare and analyze internal and external quality reports for management review.
• Perform other duties as assigned.
• Aim to achieve all daily and monthly KPIs.

Skills

QA experience

English communication

Night shift

Excel proficiency

Typing speed

Analytical skills

Attention to detail

Interpersonal communication

Education

Bachelor's degree (preferred)

Job description

We are seeking a Voice Quality Assurance Specialist for our expanding call center operations. Ideal candidate would possess at least 1 year of QA Assurance experience from a reputed USA based BPO and be equipped with exceptionally honed listening skills.

Responsibilities

• Perform live call monitoring and provide trend data to the site management team.
• Perform daily evaluations of customer interacting departments.
• Participate in all QA meetings, training and workshops to be aligned with the team and better understand the updates and processes.
• Making and sharing daily productivity reports.
• Participate and coordinate in calibration sessions.
• Call Scoring according to call evaluation.
• Provides feedback to Sales reps, team leaders, and managers.
• Conduct feedback and training sessions for reps.Resolve any disputes filed by reps, TLs, and/or Managers.
• Prepares and analyses internal and external quality reports for management staff review.
• Perform any and all other duties as assigned.
• Achieve all daily and monthly KPIs.

Qualifications And Skills Needed

• Bachelor’s Degree is preferred.
• Excellent English communication skills with a good ear for American accent and vernacular.
• Must be comfortable with working night shift.
• Excellent verbal, written, and interpersonal communication skills.
• Fast and Accurate Typing
• One year experience as call center QA is a MUST
• Excellent proficiency in MS-Excel (Stats/Graphs)
• Adaptability.
• Detail oriented.
• Exceptional listening and analytical skills.
• Selection Process.
• Candidates will first go through an assessment test.
• Only those candidates who pass the assessment test will go through the next round of interviews.

What are we offering?

• Competitive salary package
• Health insurance (self & spouse)
• In-house meals provided
• Quarterly performance bonusesExcellent remuneration
• Health Insurance (Self & spouse)
• A chance to work with the Nation’s largest and premium BPO network.