Call Center/ Quality Assurance Associate Job Available in Las Vegas Nevada

Call Center/ Quality Assurance Associate

This job will be to perform routine inspections and quality audits.

Key responsibilities for Quality Assurance Associate will be providing a wide variety of quality assurance audit support services and monitoring all aspects of Call Center Agents to ensure compliance with regulatory and industry requirements. This will be an hourly position that requires schedule flexibility of possible nights and/or weekends.

Duties:

• Monitor inbound and outbound calls for adherence to compliance guidelines, internal processes and scripting, quality of customer service, and accuracy of information gathered and communicated

• Collaborate and communicate with internal leadership and support teams to share insights and barriers to success

• Periodically audit service results of supervisors for compliance and consistency

• Provide tracking and reporting of Quality Assurance metrics

• Engage in monthly calibration with supervisors and upper management

• Recommend coaching and development opportunities to associates and supervisors

Experience / Skills Required:

• 1-3 years’ experience in customer quality assurance or quality control required, including

performing QA for Contact Center

• Working knowledge of multifunctional call recording and quality monitoring solutions (voice and screen capture)

• Previous blended (voice, email, and chat) quality quantification experience preferred

• Excellent verbal and written communication skills

• Strong listening, analytical, and research skills

• Previous experience with Five9 and Verint is a plus

Core Competencies for Success in Role

• Serve others before self

o Takes care of customers, and partners in a manner that demonstrates they are important

• Own the impact

o Ability to troubleshoot a variety of matters and holding yourself accountable

o Strong organizational and time management skills with the ability to prioritize effectively

• Connect genuinely

o Build and maintain strong relationships with both customers and partners

o Speak with customers and partners in a friendly, helpful and open demeanor

• Act fast

o Thrive in a fast-paced environment while maintaining a high level of support

• Include always

o Communicate well verbally and in writing, demonstrating empathy and understanding

• Innovate for good

o Establishes scalable capabilities by applying best practices to your workday

Pay: $19/hr