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Hotwire Communications

Hotwire Communications is a leading national provider of fiber optic telecommunications services, specializing in delivering advanced services to unique market

Quality Assurance Analyst

Location

United States

Posted

113 days ago

Salary

0

Seniority

Mid Level

No structured requirement data.

Job Description

Quality Assurance Analyst

Hotwire Communications

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Quality Assurance Analyst (QA) is responsible for monitoring the performance quality of our call center associates who deal with our existing and potential customers. The QAA will monitor inbound and outbound calls, chats, and email responses to assess the associate's demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing call center quality processes and procedures and making recommendations for enhancements to QA and training materials as needed to enhance the overall Hotwire Communications Concierge service excellence experience. Responsibilities - Participate in the design of call monitoring formats and quality standards. - Use quality monitoring data management system to compile and track performance at team and individual levels. - Perform call monitoring and provide trend data to the QA Manager and the Leadership team. - Assist with coaching call center agents to improve call quality and create an exceptional customer experience. - Coordinate and facilitate call calibration sessions for call center leadership staff to maintain consistency and objectivity in scoring and documenting audited customer interactions. - Perform QA audits across multiple channels, including inbound/outbound calls, chats, and email. - Provide actionable data to various internal support groups as needed. - Prepare and analyze internal and external quality reports for management staff review. - Participate in the processes for recurring partner requirements, service levels, reporting, change management, quality assurance, and Key Performance Indicators (KPI’s), including formal reporting requirements and meetings. - Other duties as required or assigned. Qualifications - 2-3 years of call center experience with 1 or more years of quality assurance related experience. - Bachelor’s degree (preferred). - A strong understanding of the contact center environment and the role CX & Quality Assurance. - Working knowledge of Call Center concepts, practices and procedures. - Proficient in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook). - Must embrace company principles and demonstrate understanding of Hotwire’s White Glove culture. - Bi-lingual in Spanish a plus. Benefits - Comprehensive Healthcare/Dental/Vision Plans. - 401K Retirement Plan with Company Match. - Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!). - Paid Volunteer Time. - Paid Parental Leave. - Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service. - Employee Referral Bonuses. - Exclusive Entertainment Discounts/Perks.

Job Requirements

  • 2-3 years of call center experience with 1 or more years of quality assurance related experience.
  • Bachelor’s degree (preferred).
  • A strong understanding of the contact center environment and the role CX & Quality Assurance.
  • Working knowledge of Call Center concepts, practices and procedures.
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook).
  • Must embrace company principles and demonstrate understanding of Hotwire’s White Glove culture.
  • Bi-lingual in Spanish a plus.

Benefits

  • Comprehensive Healthcare/Dental/Vision Plans.
  • 401K Retirement Plan with Company Match.
  • Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!).
  • Paid Volunteer Time.
  • Paid Parental Leave.
  • Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service.
  • Employee Referral Bonuses.
  • Exclusive Entertainment Discounts/Perks.

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