Quality Assurance Analyst
Location
Florida
Posted
14 days ago
Salary
0
Seniority
Mid Level
Job Description
Quality Assurance Analyst
Hotwire Communications Ltd
• Monitor the performance quality of call center associates interacting with customers • Assess associate demeanor, technical accuracy, and customer service performance • Develop, create, and implement call center quality processes and procedures • Assist in enhancing QA and training materials • Participate in call monitoring formats and quality standard design • Use monitoring data to compile and track performance • Provide trend data to QA Manager and Leadership team • Assist with coaching call center agents to improve call quality • Coordinate calibration sessions for maintaining scoring consistency • Perform audits across multiple channels (calls, chats, email) • Provide actionable data to internal support groups • Prepare and analyze quality reports for management staff review • Participate in partner requirements, service levels, and KPI processes • Other duties as required or assigned
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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