Call Center Quality Analyst - Tucson, United States - VXI Global Solutions
Description
VXI Global Solutions (VXI) is a leading provider of business process and information technology outsourcing services for companies. We specialize in call center and BPO services, software development, quality assurance testing, and infrastructure outsourcing.We are a passionate team with a singular focus:
designing, creating and delivering exceptional customer experiences and operational excellence. We live by our "Passion for People" commitment.
At VXI, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when skilled people from diverse backgrounds approach problems from varying perspectives.
Description:
As Security and Privacy leader, you will be responsible for managing and implementing security requirements and standards for our on-site Los Angeles call center.
Job Functions
- Ensure all employees adhere to client policy related to confidential and sensitive information.
- Collect and maintain nondisclosure agreements for all employees.
- Conduct audit of recorded calls and/or listen to live calls to ensure employees are following client policy.
- Conduct orientation with employees to review security policy.
- Loss prevention including but not limited to prevention of information theft of customer and client data.
Key Qualifications
- Experience in quality assurance for phonebased programs
- Excellent written and verbal communication skills
- Client Services skills and experience running strategic projects w/ crossfunctional teams
- A selfstarter with creativity, energy, and a passion for driving consumer product success
- Experience in objection handling, value adding, etc.
- Experience in coaching agents on an ongoing basis & manage outliers to in spec/exceeds expectations standards
- Implement and give feedback on insights derived from quality reporting
- Keep a pulse on the agent's knowledge and skill gaps, providing alternatives to solving them
- Keep up to date and proficient in the client's voice and products
- Experience in quality training and/or program development
- Heavy interest in technology and the digital/media industry
- Experience and passion for providing feedback through coaching and handson learning experiences
- Proven track record of independently working with timelines and success measures
- Must be able to multitask and keep on track in a fast paced, ever changing environment
- Basic reporting in Excel
Educational Expectations
- BA/BS degree and/or 2+years of relevant experience
- Experience working with direct consumers, in B2C environment
Pay:
$19.00 per hour
Expected hours: 40 per week
Shift:
- 8 hour shift
Weekly day range:
- Monday to Friday
Work setting:
- Inperson
Work Location:
In person
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