Call Center Quality Assurance Analyst Jr

Review agents' conversations across all contact touchpoints to measure teams' performance and track customer support quality.
- Contribute to call calibration sessions to evaluate agent performance.
- Identify lapses in agents' performance and provide constructive feedback for improvement.
- Engage in customer listening to identify customer pain points and expectations.
- Drive the implementation of improved customer engagement strategies to increase agents' efficiency.
- Ensures communication is effectively delivered and appropriately addresses all customer concerns.

**REQUIREMENTS**:

- Have hands-on experience working in call center quality assurance or related roles.
- Be tech-savvy and competent in Microsoft Office Suite or Google Workspace.
- Knowledge and experience tracking key customer service QA metrics.

PROVEN QA CALL CENTER EXPERIENCE

**Salary**: $6,500.00 per week

**Education**:

- High school or equivalent (required)

**Experience**:

- Call center: 3 years (required)
- QA agent: 3 years (required)

**Language**:

- English 85% (required)

Work Location: In person