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Job Description Summary
As a Call Center Quality Assurance Analyst, you will play a crucial role in evaluating and enhancing customer service interactions for our Partner team, specifically focusing on Tier 1 agents, which includes Levels 1 and 2.
How Will You Make An Impact & Requirements
This position is designed for individuals passionate about customer experience and committed to improving processes and efficiencies within the call center environment.
Responsibilities:
Conduct regular quality evaluations of customer interactions to ensure they meet company standards and support an elevated customer experience.
Participate in calibration sessions with leadership and other analysts to ensure consistent, fair, and productive evaluations.
Identify opportunities for process improvements within the Tier 1 team and communicate these insights to Quality Leadership.
Provide detailed and constructive feedback to agents to help close performance gaps, identify training needs, and enhance service quality.
Contribute to the development of knowledge and training resources, collaborate with quality teams to refine QA tools and processes, and generate quality reports with actionable insights.
Work independently in a remote environment while collaborating effectively with team members.
Compensation: $46,160 - $69,240 and bonus eligible.
Additional Details
Seniority level: Entry level
Employment type: Full-time
Job function:
Quality Assurance
Industries: Hospitals and Health Care
This job posting is active. No indication of expiration was found.
