Quality Analyst - Lufkin, United States - Etech

Etech

Verified Company

Lufkin, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Job Title:
Quality Analyst

Pay Grade:
$ $16.00/hr Depending on Experience/$1/hour differential for bilingual

Hours: 8 AM - 5 PM, Monday - Friday

Location:

WFH

Summary/Overview:
Monitors calls from customer service team and provides feedback to drive quality across all Etech campaigns. Must have customer service experience and 1 year experience in a call center agent or leadership role.

Experience with large volume analytics software such as Cresta, Tethr, Observe AI or Call Miner, is preferred, but not required.

Essential Duties and responsibilities include the following: Other duties may be assigned.

Monitors, dispositions, scores and provides QA feedback on calls and/or chats
Assesses quality adherence based on QA audit form per account
Prepare for and actively participate in Calibration session when needed
Effectively communicate with internal and external clients
Works with a sense of urgency and meets all deadlines with proactive communication concerning timelines
Be open and responsive to consistent coaching
Act as a role model at all times, adhere to high ethical standards
Take responsibility and initiative to develop core skills and competencies being involved in every facet of personal development
Be flexible in an environment by championing and embracing change

Knowledge of:

Basic computer operations including keyboarding, proper English grammar and syntax, company policies and procedures as outlined in Employee handbook.

Education and/or Experience:
High school diploma or general education degree (GED. Relevant QA experience (in/out of Etech) or, one-year call center agent experience or leadership experience.

Performance must be within 90% of client targets for 60 days prior to applying. Attach performance reporting to career opportunity packet. Applicants with experience in speech analytics (Tethr, Call Miner, etc) are prime.

Pay:
$ $16.00 per hour

Expected hours: 40 per week

Benefits: