Job description

The Quality Analyst will be primarily responsible for performing quality outbound phone calls for internal stakeholders as well as external vendors in the region. The person will be responsible for producing a high-level of market and quality insights, in collaboration with the client internally and externally to drive continuous improvement.

Ideal candidates will need to be proficient in a Sales environment as well as having a good understanding of the market nuances in the specific market he/she is supporting. Success in this position requires strong critical thinking, problem-solving skills, and the ability to thrive in a dynamic and changing environment.

JOB DESCRIPTION

• Perform audits on recorded and live client interactions and provide evaluation feedback to call center agents.
• Conduct regular 1:1 or group calibration to ensure evaluations are aligned based on business requirements.
• Support the business in managing and implementing Quality Management standards and processes that are aligned with the global standard and relevant to the local market nuances.
• Collaborate with internal and external stakeholders, highlighting QA trends and insights to the business.
• Listen for and answer case study questions for deeper insights on market trends.
• Highlight trends and red flags to the business for better improvements.
• Ensure accurate maintenance of sample calls/chats library in accordance with local legal requirements

REQUIREMENT

• Degree (preferred but not required) or equivalent practical experience
• Minimum of 2 years experience in a call center environment with Quality Assurance experience.
• Excellent interpersonal and communication skills.
• Self-motivated, entrepreneurial, and comfortable dealing with ambiguity.
• Ability to work in a fast-paced environment.
• Strong attention to detail, ability to identify explicit and implicit signals which may translate opportunities for the agents.
• Coaching experience is a plus.
• Experience in the advertising industry is a plus.

Job Types: Full-time, Contract

Pay: $24.00 per hour

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Austin, TX 78705: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call center management: 2 years (Required)
• Quality assurance: 2 years (Required)
• call auditor: 1 year (Required)
• dual monitor: 2 years (Preferred)

Work Location: One location

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