Quality Assurance Analyst

QA EngineerQA EngineerFull TimeRemoteMid LevelTeam 1,001-5,000Since 2002H1B SponsorCompany SiteLinkedIn

Location

Florida

Posted

14 days ago

Salary

0

Seniority

Mid Level

Bachelor Degree2 yrs expSpanishEnglish

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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